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John Tschohl I have been skiing in Vail Colorado for about 45 years now. George Gillett Jr. bought Vail Resorts in 1985 and sold the resort in 1996. The first time I met George I asked him what he does, He said, “I am in customer service.” Later I found out he was the owner. He built … Read more
Very few companies understand the power of the Service Strategy. It is the most powerful tool for rapid growth. market dominance and record sales and profits. In the US most firms believe they deliver awesome service and almost no one can name even 5 service leaders. Many spend a fortune on their stupid customer satisfaction … Read more
Warren Buffett on success and customer service and the customer experience. About 16 minutes and worth your time. Buffet is one of the most successful investors and wealthiest people in the world. He is 91 years old and has no plans to retire. His net worth is over $107 billion. In January 1980 I released … Read more
Customer service has many elements that allow you to deliver superior customer service. I believe your name is a precious possession and when a company uses your name it elevates the customer experience. People value their names and the capital they bring to any conversation, interaction, or relationship. People love to hear their names. More … Read more
As we get closer to 2022, the question is will you create and drive a service culture in your organization. Most companies in the US believe they provide great service while about 90% + of customers believe customer service does not exist. If I call my healthcare provider, Park Nicollet, I will be on hold … Read more
I just returned from spending a week in Almaty Kazakhstan helping KMF.kz the largest microfinance firm in Central Asia with 110 locations and 1771 employees drive a service culture. It is always exciting to see a leadership team excited about mastering the Proven Process for creating a Service Culture. They understand this is all about … Read more
Many people do not love their government. Too much bureaucracy, lack of speed, poor hours and often unfriendly people. Most large cities in the US are poorly managed. Most lack customer service. More concerned about politics than their customers, taxpayers and citizens. This is true in most large cities in the world. Moscow is light … Read more
Employees are driven by recognition. They want to feel valued, loved and appreciated. The less they are paid the more important they receive this recognition. The first program I developed was in 1977 called Better Than Money. Today we have a program called Coaching for Success that is implemented in a one-day seminar. Front line … Read more
I have been following service leaders for over 30 years. Too many firms spend a fortune on advertising trying to attract customers like Schwab that have awful service. Every few weeks they run a full-page ad in the Wall St. Journal that probably costs about $50,000 for each issue. They should spend the money training … Read more
During the next several months I will share this proven process and formula I have been helping leading organizations across the US and world master. Some use just my service strategy seminars. Others use our leadership courses to help create a service culture. Some prefer to start with our Certification Seminars, books and training programs … Read more
