Category Archives: Service Wisdom

Make Everyday a Respectful Disney Moment

We were conducting a customer service workshop for the amazing housekeeping staff of the Jacob Javits Convention Center in New York City.  They are called “Environmental Services” at the Center.  The small group task we assigned each of the five … Continue reading

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Serving Eagles

An eagle got the neighbors talking.  My backyard fronts a large lake with a cove wrapping around each side of the lot.  Peering out the side window early one morning, we spotted a giant American eagle struggling to get out … Continue reading

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Decorating the Last Touch

Your mama told you:  “A first impression is a lasting impression…and, you don’t get a second chance to make a good first impression.” For customers, that is especially true.  Here is what is also true: “A last impression is a … Continue reading

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What Indiana Jones Can Teach Us about Service

We like getting the fresh perspectives gained by examining service and the customer experience through new lens.  And, Indiana Jones is clearly a great lens. Dr. Jones was smart–a renowned scholar at a prestigious university.  Customers enjoy service that demonstrates … Continue reading

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