Customer Service

Leaders Create a Space Where Leadership is Commonplace

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I got really annoyed at a hotel front desk clerk once. It was my first time at the hotel, too. One of the hotel staff originally said we (my extended family and I) would have adjoining rooms, but when we arrived, we found we weren’t in adjoining rooms. So, I explained the situation to the … Read more

An Easy Customer Service Change

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My sixteen-year-old daughter made an observation during a trip to Disney World that may be helpful to you. She believes the phrase “you too” is a frequent automatic response to parting words from service people. Some phrases, however, don’t work well with this automatic response and leave the customer feeling awkward. Examples of accidentally awkward … Read more