A New Level of Customer Service: The Great Napkin Switch!
I have no hesitation at all rewarding great customer service. And excellent customer service is just what I got at a restaurant recently. I was at an airport in [...]
Disney’s Secrets to Great Customer Service
When it comes to great customer service, Disney often stands above and beyond all others. One of the greatest lessons I learned while working there so many years ago [...]
What Do Disney and Hospitals Have In Common?
By Kim Court Hospitals exist to heal, treat, and provide comfort to patients during times when they are unable to do so within their homes. There are numerous hospitals [...]
If Your Hair Salon (Or Barber Shop) Ran Your Hospital
Stop for a moment and think about who cuts your hair. Is it a man or a woman? How long have you been going to that salon or barber [...]
When Things Don’t Go As Planned, Is Your Team Empowered To Make Things Right?
One of the problems with having scripts for employees to follow is that they won't know what to do when things go off script (as they often do). Will [...]
How To Move From a Transaction to An Experience
Ever wonder what makes some organizations better than others? Often, it has little to do with products or services, although those things need to be good. What really makes [...]