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? Joy is contagious and will infect your customer experience positively. Good bosses influence behavior and draw the best out of one allowing one to give. Toxic work environments inhibit happiness hindering the release of Positively Outrageous … [Read more...]

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, communication breakdowns between departments and defensive postures. Consistency is key. Create WOW internally; it’s infectious creating WOW customer experiences naturally, organically. The antidote is “be for me”, body language, consistency, and disarming through … [Read more...]

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). Third, create alignment in your hiring practices to the organization’s service expectations. … [Read more...]

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, and when to show which of them is the very thing everybody must endeavor to master.” ― Ernest Agyemang Yeboah Hiding behind the uniform, kiosk, or desk? Your first duty is to serve! Use your position to engage, deliver what's needed, and love your customers and … [Read more...]