5 Clever Ways To Become The Next Superstar Employee
Steve DiGioia Blog
by Steve DiGioia
3w ago
Wrestlers talk about, “knowing their place on the card.” This means that since they’re not the “headliner” or in the main event, they understand that they are a supporting act for the overall benefit of the show. They still have a job to do and must perform well. They must get the audience riled up and engaged in the action. They’ve learned from the veterans. Watched hours of match videos. And tried to be a good “student.” Now they’re ready for their time in the spotlight. Don’t Try to Compete with the Superstar Employee They won’t worry about what the “main eventers” will do in their match b ..read more
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You Don’t Have To Be An Expert
Steve DiGioia Blog
by Steve DiGioia
3w ago
Job descriptions expect it. Social media “influencers” claim it. And we listen to those we assume are one. An “expert”. But who is really an expert? What Are the Requirements to be an Expert? Is it someone who has multiple advanced degrees and took place in hundreds of clinical trials but has never worked outside of academia adapting to real-world market conditions? Or someone who has worked “in the field” for a few years but now touts his expertise in books and videos – but seems to talk about the same things over and over again? What about that handyman down the street who seems to be able ..read more
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Awesome You’re Not. You’re a Gigantic Failure as a Manager
Steve DiGioia Blog
by Steve DiGioia
3w ago
That’s a pretty harsh statement, I know. But hear me out… Chris can’t seem to get along with Susan. Kevin always comes in late. Derrick, well, he’s just a poor performer. And, Donna, seems to make everything about race, harassment, or favoritism. Face it, you’ve got a dismal group of employees. They’re bad and many need to go. So, who is at fault here? I say it’s the manager’s fault. Here’s why. Everything that goes wrong in a company or department is because of management. It’s their fault when employees come in late. It’s their fault when coworkers can’t get along or bicker with each other ..read more
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Drop the Cute Puppy and Let Your Stars Shine
Steve DiGioia Blog
by Steve DiGioia
3w ago
Every business has its underachievers. But today’s post is not about them. It’s about those precious, and few, overachievers. You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected. Let’s talk about how to drop the cute puppy and let your stars shine. A Star Employee Should Shine The customers know them and want to be served by them. They’re remembered for their smiles, their empathetic conversations, and their attention to detail, just as much as the service they provide. Oh, if only y ..read more
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According to Steve #5 – A Little of This, A Little of That
Steve DiGioia Blog
by Steve DiGioia
3w ago
I used to work with a general manager who, as you walked through the hotel halls with him, would make a point of picking up a piece of trash off the floor. I know he was testing to see if you’d pick up the next piece. It was fun watching those new employees who didn’t know about his tactic. Now that masks are coming off, look for people who smile easily. These are the ones we should connect with – the ones who don’t dwell on sadness or worry and realize we must “make the best” out of even the worst situations. Pass on those who still live in the past. Next time you attend a meeting in a board ..read more
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10 Smart Ways to Cater to Your Local Customers
Steve DiGioia Blog
by Steve DiGioia
3w ago
You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s, you can. (NOTE: McDonald’s has regional variations in their menu to accommodate local tastes) But what if you work at a location that is having difficulty maintaining the corporate standards because your venue doesn’t conform to the design that the standards were developed for? Or what if you’re a franchised hotel that cannot match the rates of the corporate properties becaus ..read more
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What is Customer Service, Really? – Tip #40
Steve DiGioia Blog
by Steve DiGioia
3w ago
In today’s ever-competitive marketplace, businesses are always looking for the next big thing: What’s the latest fad/trend to follow or copy? What’s the hottest social media channel to spend our time on? How can we incorporate more technology into our business? How can we attract more millennials, what’s important to them? But they forget the basics of a successful business. It’s easy, well, I guess if you’re the Ritz-Carlton. They’ve had one way of doing things from their inception and it’s worked well for them all these years. What is Customer Service? The Ritz-Carlton Credo “The Ritz-Car ..read more
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When the Sh*t Hit the Fan, I Always Knew What To Do
Steve DiGioia Blog
by Steve DiGioia
3w ago
I was never rattled by an upset customer. Never hesitated to speak with them, never cowered in fear, and never pushed them off to a coworker. I looked forward to the opportunity to “make things right”. When the sh*t hit the fan, I always knew what to do. How can that be? Am I crazy and want to get into an argument with an angry customer? Of course not. Am I a glutton for punishment and need confrontation? Heck no. Am I just plain stupid? I hope not… What I am is prepared. I’m prepared for the unfortunate customer who felt that our service was less than stellar and wanted to vent their frustra ..read more
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5 Clever Ways To Become The Next Superstar Employee
Steve DiGioia Blog
by Steve DiGioia
3M ago
Wrestlers talk about, “knowing their place on the card.” This means that since they’re not the “headliner” or in the main event, they understand that they are a supporting act for the overall benefit of the show. They still have a job to do and must perform well. They must get the audience riled up and engaged in the action. They’ve learned from the veterans. Watched hours of match videos. And tried to be a good “student.” Now they’re ready for their time in the spotlight. Don’t Try to Compete with the Superstar Employee They won’t worry about what the “main eventers” will do in their match b ..read more
Visit website
You Don’t Have To Be An Expert
Steve DiGioia Blog
by Steve DiGioia
5M ago
Job descriptions expect it. Social media “influencers” claim it. And we listen to those we assume are one. An “expert”. But who is really an expert? What Are the Requirements to be an Expert? Is it someone who has multiple advanced degrees and took place in hundreds of clinical trials but has never worked outside of academia adapting to real-world market conditions? Or someone who has worked “in the field” for a few years but now touts his expertise in books and videos – but seems to talk about the same things over and over again? What about that handyman down the street who seems to be able ..read more
Visit website

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