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I started golfing about 5 years ago. I know, I know- you avid golfers wish I would have stayed at home. But, I fell in love with the sound of my club hitting the ball and the beautiful scenery. And then, there were the times that I hit the ball just right and it felt like I was cutting through butter. When the ball went exactly where I wanted it to go I would tell myself, “That was easy!” But then, as hard as I tried to recreate what I did, the perfect swing became elusive. I resorted to blaming a pulled muscle or fatigue for my inconsistent skills and poor score.

You have customer service

One of my very first jobs after high school was as a dance and acrobatics instructor for a well-known local performing group. I had dabbled in gymnastics as a kid, but had never taken a dance class or had any formal training in either area. I responded to an ad I had seen in the local paper and thought it would be a fun job. I felt I had good qualifications; I could do a back flip, I liked dancing and I was a fast learner. I had no idea what to expect in the interview, but I was looking forward to showing off. The interview was like none other. The interviewer was a plump, middle-aged dance

I remember the first time an e-mail blew up in my face. I wrote two sentences that included factual information and the other person assumed I was accusing her of not doing her job. She wrote back a snippy response and before I knew it, war had been declared. After we met face to face and talked about it, she confessed she was having a bad day and took dramatic license by adding in sarcasm as she read my words. I had an apology to make, too. I didn’t realize how important it was to her that I began with a personalized comment such as, “Good morning, Lisa!” It

Picture the scene: You have a spring in your step as you follow the secretary into the conference room for your 9:00 meeting. You know this is going to be a perfect way to end the week. Today you will walk out with a signed contract worth millions. You are confident that after a few minutes of conversation you will have them eating out of your hands and that they will not only sign the contract, but be grateful that your company is willing to provide them with such an amazing service. Your eyes scan the conference room as you enter. You notice the freshly polished wood

Customer Service and Operations are the two departments that are the life blood of your district. As a service based business, everything revolves around completing the service safely, on time and in a way that makes the customer feel satisfied. If a driver doesn’t show up for work, you have a crisis that needs to have immediate attention. If you have a CSR at lunch, one off sick and only one person to answer customer calls, you have a crisis. Behind every 5 minute hold time is a situation that could have been prevented if there was a crisis management plan in place. Do you have a plan in

When you are a new customer, you often times receive better service than if you have been a loyal, long-time customer. We are thrilled when a new sales opportunity comes our way, but we yawn when the same old face shows up at our establishment month after month. New customers are exciting! A customer that calls in each week is dull and uninteresting. Sometimes the customer service you experience changes the moment you drive the car off the lot. Or, there may be small changes over time. The company stops offering free coffee or now charges for something that was free a few months before. Small