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This original article was written by Steve DiGioia.

Chestnuts roasting on an open fire. Jack Frost nipping at your nose. Yule-tide carols being sung by a choir, and folks dressed up like Eskimos.

Everybody knows a turkey and some mistletoe, help to make the season bright. Tiny tots with their eyes all aglow will find it hard to sleep tonight.

They know that Santa’s on his way, he’s loaded lots of toys and goodies on his sleigh. And every mother’s child is gonna spy to see if reindeer really know how to fly.

And so I’m offering this simple phrase, to kids from one to ninety-two. Although it’s been said many times, many ways…

Merry Christmas to you!

And I wish you a healthy 2019 that surpasses your wildest expectations of joy, love, prosperity, and fun in everything you do. Thank you for a wonderful 2018.

See you in 2019!

The post Merry Christmas & Happy Holidays appeared first on Steve DiGioia and was written by Steve DiGioia.

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This original article was written by Steve DiGioia.

Tired of all the management talk of how to create a great team, how to become more productive, and how to become a better manager? Yeah, me too. So, what’s the plan?

The plan is to stop talking and start doing.

In a recent edition of my subscriber-only Tips on Thursday I published 10 keys to successful management. As usual, this post was widely-read and received well from my subscribers, but something was wrong…

When I write a post, I have no way of knowing if my words made an impact with the readers unless I receive a comment or email from one of them. Feedback is a gift and without it, I wonder if my writings have an impact at all.

But then it happened…

The post This is How You Put Words Into Action appeared first on Steve DiGioia and was written by Steve DiGioia.

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This original article was written by Steve DiGioia.

Here are two questions for you. 1) Where does an employee receive the necessary skill set to become a customer service superstar? 2) How can we identify the needed traits of a potentially great service provider?

I was thinking back to my daughter’s high school awards ceremony. She, as well as over 100 other students, were being recognized for their athletic and academic achievements.

As each award or scholarship was announced the winning student’s skills of good sportsmanship, teamwork, confidence, humility, focus, and academics (just to name a few) were loudly stated over the microphone.

There we sat, as parents, basking in the glow of our child’s accomplishments, with a smile on our face and a camera in our hands. It was a proud day for us parents.

Listening to the announcer point out the student’s skills, I realized that these skills will serve them well as they prepare for college and life ahead.

As owners and managers of our business, have we done the same for the members of our team? I sure hope so.

The post Where Does the Next Customer Service Superstar Come From? appeared first on Steve DiGioia and was written by Steve DiGioia.

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This original article was written by Steve DiGioia.

My cat is diabetic. “Domino” was diagnosed 3 months ago and since then must receive 2 insulin shots per day, 12 hours apart. That’s my job.

Domino

On those times when I’m not available, the job falls on my wife or daughter. They don’t like giving her the shot (nor do I) and always have difficulties. Domino seems to sense the needle is coming and hides under our bed or gets impatient during the process and squirms away. But not with me.

Domino “knows” I’m coming, needle in hand (I swear she looks for the needle in my right hand as I approach) but always stays calm and gives me the benefit of the doubt that I will not hurt her and will do what’s in her best interest.

I make sure I speak softly to her and pet/play with her when finished. That’s my way of thanking her for being patient and understanding of what must be done. We “get each other”.

I started thinking of the similarities between this process and how providers of great service operate.

The post Do Your Customers Believe in You? appeared first on Steve DiGioia and was written by Steve DiGioia.

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This original article was written by Steve DiGioia.

Time after time we hear a friend or coworker say, “I don’t like change”. This is the rebuttal (or excuse) of someone who likes things the way they are. I say they’re just unwilling to improve, or at least TRY something that may enhance their present way of doing things. But, why are people afraid of change?

The warmth and perceived security of the same old patterns of life are comforting to them. Why venture out of their snug cave emblazoned with wall drawings of the “animals they’ve conquered years ago” or the people who sing their praises. Why step into the light of uncertainty? Because they’re afraid of change. Maybe the big bad wolf will get them.

Here’s the best question to ask people so they can stop being afraid of change.

But first, what is it they really fear?

Evolutionary Change

Evolution is the change over time. These changes may involve all aspects of life including mutation, natural selection, genetic drift, thought, and technology.

I doubt your friend is afraid of this change. If so, they’re watching too many horror movies!

Developmental Change

Developmental change is the process of change that occurs in human beings throughout development. Gene expression, brain function, cognitive processes, behavior, and environmental factors all involve multiple cross-level interactions, and all are characterized by dynamic developmental change over time.

Your friend may be afraid of this change because he must adjust his thinking and how he behaves. Preconceived concepts and prejudices force his thoughts inward and won’t allow another view.

The post How to Stop Being Afraid of Change appeared first on Steve DiGioia and was written by Steve DiGioia.

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This original article was written by Steve DiGioia.

I don’t like seeing tip cups on store counters in coffee shops. Some think it’s tacky, but others think it’s perfectly justified. What about you?

Why should I tip someone for making me a cup of coffee? I don’t tip my dry cleaner who cleaned and pressed all my shirts perfectly, greeted me warmly as I entered his store and always offers to carry our clothes to the car when my wife stops in.

Or, how about the supermarket cashier who rang-up my 50+ items, made sure I got the coupon discount (even though I didn’t have the coupon) and carefully packed each item to ensure the bread didn’t get squished by the container of OJ?

Then there’s the young man at McDonald’s who is laboring over a hot cooktop all day and made my burger then goes home smelling like French fries. Or the poor 6ft tall drive-thru attendant who must bend down 100+ times a day to pass the food through that little window. Why don’t we tip them?

The post Do We Really Have to Tip for This? appeared first on Steve DiGioia and was written by Steve DiGioia.

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…plus my 8 steps to great service.

This original article was written by Steve DiGioia.

We must all be Service Ambassadors. But too many companies think only a specific department is the “service department” and that’s where they focus their customer service training dollars.

New hires are trained, coached, and instructed on the nuances of the business. For example: they’re taught when the business started and by whom, what products and services it offers, and how many locations or offices the business has. These new employees become a fountain of knowledge for the business and are ushered “on the floor” to assist the customers.

Then, they hang a colorful sign from the ceiling or on the wall behind the employees proudly stating, “Customer Service” or “Information Desk”. This makes it easy for a customer to identify the person(s) responsible for and available to answer their questions.

But, are they the only employee(s) that should be properly trained to answer the customer? Of course not. But, this happens so many times.

Remember this…

Every person in every business either directly serves the customer or supports another employee who does. This makes everyone responsible to help the customer in any way possible.
Click To Tweet

The post The Best Companies Hire These 3 Positions appeared first on Steve DiGioia and was written by Steve DiGioia.

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