WE ARE THE CHAMPIONS Create on Purpose … Stay on Course A culture is created and characterized by what you consent to, champion and celebrate. Who you are, is reflected by what you do. What you do reflects who you are. What is a champion?

SHOW & TELL The Internet is Loud … Communicate Louder  Repetition reinforces Reputation. Cut through the clutter of marketing messages with testimonials that build “social proof”. Don’t just create Positively Outrageous Service – capture the POS tes...

REVIEW ME! What are your Positively Outrageous Service Stories?  Before the advent of Social Media, one would on average share a positive experience with nine people and a negative experience with sixteen people.

MY BOSS NEEDS SKILLS Toxicity is Viral Too  Toxic bosses or behavior seeps into your customer service. The #1 reason people leave their jobs is not the work but the boss! Are you crafting positions that employees enjoy and leverage their strengths?

TWO FACE Is Your Internal and External Face Congruent?  You can’t behave one way with a customer and another internally. Negative humor and sarcasm WILL spill into other areas of your life. Two faces lead to silos,

SUPER HEARING “I am for you” What Are You Hearing? Hearing Past the Situation.  When we get emotional we push out the logic in a service situation. Diffuse negative emotional situations through “super hearing” creating the bridge from where a custom...

BULLET PROOF Inoculate Yourself Against the Tornado  Develop your super-hero powers in toxic environments and situations. “I’m so glad you got me!” “You’re not yelling at me … you’re angry about the situation.

ALIGNMENT IS A BEAUTIFUL THING Begin by Defining POS for YOUR Organization  “The fish stinks from the head” First, leadership must define and align an organization’s service expectations. Second, align your departments, (in a larger organization).

Our Periodic Riff on Behaviors That Really Bothers Us! Clearly not Positively Outrageous Service! - “There is a certain degree of patience and impatience in everybody. How to balance patience and impatience,

REALLY? Tell me this didn't happen... It Did!!! "Although your customers won't love you if you give bad service, your competitors will." - Kate Zabriskie, Founder Business Training Works - Boasting about your great customer service is NOT a g...