doug smith training

When you need service, do you really want it to feel like a chore to the person providing that service? Do you flinch just a little after a "thank you" when the other person says "no problem"? I'm glad it wasn't a bother. I do wish it had a little heart in it. Maybe even a little fun. The best jobs at their peak appear to be fun for those observing. "How interesting!" "How magnificent!" "How effortless!" and yes, "How fun!." The best service feels more like play.  Instead of the all-too-common "no problem" what if we said a heart-filled, fun-boosted "my pleasure!" And, don't lie about it, make it fun. -- doug smith  

Give your customers what you promised, and fix it when you don't. -- doug smith  

How do get your staff to provide the best possible service? It is complicated and yet also simple. Here's a good place to start. Hire people who like people and you won't need to beg them to serve. It's already what they do. -- doug smith

What is your most powerful gift? What is that thing that you rely on the most, that people find most compelling about you, that sets you apart from others? Everyone is a customer for your most important gift. Are you giving it freely? -- doug smith  

Do you team members see you interact with customers? Do you see them? Your team's treatment of customers is a reflection of your treatment of your team.   Treat your team well, and your customers will benefit. -- doug smith

Did your most recent rude customer ruin your day? It doesn't have to be that way. Customers these days ARE tougher than ever. Their highly emotional outbursts can impact any attempts to provide good service. As a result, poorly behaved customers often get WORSE service than they would have otherwise. When I managed a customer service shop I often told my team members, "you may have to tolerate occasional rudeness sparked by emotions, but you  NEVER have to tolerate abuse." End the conversation, politely, and decisively. Suggest a better time to talk, when things have calmed down. Service does not require surrender. We're people, too. -- doug smith  

How do you develop performance? Every leader has a duty to develop performance. The status quo has got to go -- everyone everywhere benefits from constant improvement, constant development. When team members do not feel like they are being developed they are likely to leave. And, if they don't leave, how do you feel about their performance gradually falling behind? Because unless our performance improves, let's face it, it's falling behind. Performance is all about results but it is much more than that. Where does it begin? How do you start? Before we can feel the benefit of development it must be felt by others. People need to feel that how we perform our job is making a positive difference in their lives. And that is service. Developing performance starts with service. The ways that we serve others will be registered as our performance. Our customers aren't concerned about the financials, the KVI's, the deliverables. Our customers are focused on how we make them f...