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Serve Like You Mean It.

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If you were accused of being the benchmark for world-class customer service, would there be enough evidence to convict you?

When i say serve like you mean it, i mean, and sorry if this feels uncomfortable, does the level of service rise when you show up? Does it remain high when you’re not there?

What if it did on both accounts?

Here’s the harsh reality, it’s not the Disney Magic that makes it work, it’s the hard work that makes it Magic.

Nothing substitutes for focus, discipline, and a clear, concise, and compelling vision.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

If You Need Inspiring Words, Don’t Do It

Be so clear about the customer service framework you want to architect, build, and grow that nothing can extinguish your fire.

Burn the ships.

If what you’re doing doesn’t make our world better, you’ll know it because you’ll keep hitting your snooze button.

And if hitting the snooze button is your modus operandi (yes, it’s criminal), no amount of inspirational quotes and anecdotes will ever move the needle.

Positive, uplifting quotes are wonderful. They give us the same warm and fuzzy feeling a shot of whiskey provides to an alcoholic. But you’ll never see anyone world-class doing shots before they do important, inspiring work.

Our goal is to literally jump out of bed at the first chiming of our morning ringtone and welcome the brand new day like we’re welcoming the most important day of our life.

Is boldness genius?

You could Google it to research who said it (like it even matters), or you could say it and get to work – like you mean it (which matters more than anything).

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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Disconnect From Hope and Enthusiasm.

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Connect to hard work.

The only way to become a better customer service organization – and stay a better customer service leader – is to outwork your previous self.

The others around you aren’t your competition, although we are tempted to live in that paradigm.

Our old habits of banking on hope and enthusiasm, yet not being willing to .think .differently will fail us.

We must become an insatiable student and a remarkable teacher of customer service excellence.

Then we’ll come full circle and we can again embrace hope and enthusiasm.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

Be A Yes Person

We understand the ready, fire, aim concept.

But do we live the essential essence of the opposite; intentional and proactive thinking and doing?

Years ago one of my favorite Disney colleagues, Dennis Frare, shared a statement that is one of the most profound truths i’ve ever heard.

To know is to do. To know and not do, is to not yet know.

The value of the following yes-or-no questions is self-evident and irrefutable.

Have fun answering.

1. i have read at least 24 customer service books?
2. i am the most passionate student of customer service i know?
3. i subscribe to, and read, at least two daily customer service  blogs?
4. i have personally written extensively (subjective) about customer service strategy and tactics?
5. i teach customer service to others?
6. i have a profoundly simple recipe for world-class customer service?

These questions are the ticket to the dance. They are in no way all-inclusive. The road to excellence has no finish line.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

Ready, Fire, Aim

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Before you go any further, ask yourself some honest service questions.

If you are unable to answer yes to every question, you should rethink your motivation.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.