Five Keys to Creating an Uplifting Service Culture


Recently I was walking through a distribution warehouse to meet a client. Hanging on the wall were safety posters instructing employees how to lift heavy boxes. Most of us have seen these posters many times. This was the first time I stopped to read one. “Ron, are you ready to get started with the meeting?” […]

Disney Dreams Demonstrate Customer Service Excellence


Disneyland puts on an extravaganza of lights, fireworks, characters, and special effects called “Fantasmic” every evening. In the performance, Mickey Mouse has a dream with all his friends singing and dancing with joy. As my daughter and I watched, suddenly the dream turned into a nightmare, and many evil characters came to life with raging […]