BUSINESS LEADERS FORBIDDEN PHRASE: We’ve always done it that way.
Bill Quiseng
by Bill Quiseng
5h ago
BUSINESS LEADER FORBIDDEN PHRASE: “We’ve always done it that way.” If your customers and employees are raving about you as a customer service leader, then that’s GREAT! But if they’re not saying anything at all about you, then that’s not. Satisfied people feel that your customer service leadership is good, not better, just average. Nobody raves about average. And satisfied people won’t return as soon as they find something better. So be GREAT out there! Otherwise, well … A complaining customer would ask you, “Well, if you’ve already done it that way, why don’t you guys fix it?” Business compet ..read more
Visit website
In hospitality, your people are NOT your most important assets.
Bill Quiseng
by Bill Quiseng
1w ago
In hospitality, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills. There are a lot of people wanting to enter the hospitality business. And for an industry set to take advantage of travel and tourism that will be generated by Gen X and baby boomers, that is good news ..read more
Visit website
In customer service, your people are not your most important assets.
Bill Quiseng
by Bill Quiseng
1w ago
In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills. There are a lot of people wanting to enter the retail business. And for an industry set to take advantage of retail sales that will be generated by Gen X and baby boomers, that ..read more
Visit website
Customer CARE is the New Marketing
Bill Quiseng
by Bill Quiseng
3w ago
Through social media, people are talking about you whether you know it or not, like it or not. Customers who are dissatisfied with your service rant about their no class experience to others. They’re not just talking about you to their friends on social media. They’re telling everyone, even complete strangers. If they’re not talking no class, then they’re just not talking about you at all. Customers who are satisfied with your service feel that their experience is good, not better, just average. Nobody raves about average. And satisfied customers won’t come back when they find something bette ..read more
Visit website
Enthuse Your People to Delight Customers with The Revelation Conversation.
Bill Quiseng
by Bill Quiseng
9M ago
Business leaders are happy because their customers are satisfied. But that’s not good enough. Customers feel that service is good, not better, just average. Nobody raves about average. And satisfied customers will leave once they find something better or less expensive. So don’t serve to sell to customers. And don’t serve to satisfy customers. Serve to delight them. And just exactly how do you do that? In his book, The Revelation Conversation, Steve Curtin will tell you. But he doesn’t expect you to train your people. Training is top down, one-way, “I know everything, you know nothing” instruc ..read more
Visit website
QUI QUOTE: Nobody raves about a company that meets customer expectations.
Bill Quiseng
by Bill Quiseng
10M ago
QUI QUOTE: Nobody raves about a company that meets customer  expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, you met their expectations and they were satisfied. But that’s not good enough. Satisfied customers feel service is good, not better, just average. Nobody raves about average. And satisfied customers will leave when they find something better or less expensive. So don’t se ..read more
Visit website
Enroll Now in Customer CARE University.
Bill Quiseng
by Bill Quiseng
11M ago
We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job. And the job of employees is to serve to satisfy the customer. In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University. We don’t have trainers or instructors. We have mentors and coaches. Our education classes are interactive. Our education is the “how” and “why” of Customer CARE excellence. As mentors, we educate yo ..read more
Visit website
Happiest of birthdays, Mr. Marriott!
Bill Quiseng
by Bill Quiseng
11M ago
Happiest of birthdays to the greatest of the great hospitality leaders! I agree with Marriott International when they say that Mr. Marriott’s “impact on the hospitality industry is only exceeded by his kindness”. On his birthday, I wanted to express my admiration and appreciation for the example Mr. Marriott gave me as a leader and how it has formed my management style. While still in college, I joined Marriott in 1976 as a charter member of Marriott’s Great America in Santa Clara. On opening day, Mr. Marriott welcomed all of us. And just 5 years later, I was fortunate to serve as the opening ..read more
Visit website
Don’t serve to satisfy. Serve to WOW! Serve to CARE.
Bill Quiseng
by Bill Quiseng
11M ago
“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters. Customers are paying for their experience, not your product or service. They buy with emotion and justify that decision with reason. And customers seek the best emotional value for their experience, not your logical best price. Your value to the customer is in the interaction, not the transaction. So think RELATIONSHIPS or Go Broke. Don’t serve to sell to customers. Don’t serve to satisfy customers. Serve to WOW them. Serve to ..read more
Visit website
Let’s be GREAT out there!
Bill Quiseng
by Bill Quiseng
11M ago
“People need to be reminded more often than they need to be instructed.” Samuel Johnson. In the 1980s TV police drama series, Sgt. Phil Esterhaus, portrayed by Michael Conrad, cautioned his officers at the end of roll call with “Let’s be careful out there”.  When I was GM at The Henry Dearborn-Autograph Collection, Dearborn, MI, one of our senior sales managers ended their daily morning stand-up meeting with “Let’s be safe out there”. But I told them we should change it to “Let’s be GREAT out there!”. And in each hoteI since then, I reminded every team to end their daily standups with it ..read more
Visit website

Follow Bill Quiseng on Feedspot

Continue with Google
OR