NO Ifs, NO Ands and No Buts. Your Satisfaction is Guaranteed or Your Money Back!

Customer Service Leaders Financial Returns

For over 30 years I have been reading the financial annual reports from Service Leaders. I find that some annual reports are full of smoke because they manipulate data and just dream about being a service leader. Authentic Service leaders, on the other hand, do a great job. I have highlighted key ideas so you … Read more

The 6 Elements of Superior Service

I created the first customer service program called “Feelings” and released it in January of 1980. We have updated the program numerous times and sometimes it’s hard to keep count…. today we have 5 versions of Feelings. All versions and updates focus on 6 core elements. The one thing I have found amazing is that … Read more

Success is Staring You Right in the Face

Even the most successful companies are in constant competition for business.  What sets them apart often boils down to one factor…outstanding customer service.  I have spent 44 years focused on customer service.  I have written hundreds of articles, as well as 7 books on the topic.  I have also been interviewed on television and radio … Read more

Why is Empowerment So Difficult to Use?

No firm can be a service leader without empowerment. Empowerment means you have to bend rules and policies in favor of the customer. In my book, Empowerment: A Way of Life, I said everyone’s single, most important task every day is to have over happy customers. If you have over happy customers your competition is screwed… … Read more

The Beauty of Bellyachers

The verb form of bellyache is what I am referring to. It is to complain or bellyachabout simple matters that are not taken care of for the customer. It’s simply asking for a solution to a mishap or bad service. I know, as a business person you can see them coming from a mile away.  … Read more

What Causes Employee Turnover?

Very few firms understand the cost of employee turnover and damage it can do to their brand. Take a look at how your company values people from the front door to the corporate level. The mind set is pretty simple…the less you pay them the easier they are to replace. Not true! Employees at the … Read more

The Religion of Empowerment at Disney

The Religion of Empowerment at Disney I have such a passion for taking any company and introducing them to the power of delivering awesome customer service.  It’s the focus of every one of my books.  I have been passionate about it and continue to preach on the subject.  It is my guide to delivering exemplary … Read more

Out-Learn Your Competition

Successful people are obsessed with learning.  They out-learn everyone around them. They’re voracious readers.  Warren Buffet, Bill Gates, Mahatma Gandhi, and Disney CEO Bob Iger read and learn. They finish newspapers, books, audio books, journals, and magazines like Harvard Business Review, Inc, or Forbes while their not-so-committed peers waste their time on worthless entertainment. I … Read more