When a problem occurs (and it always does in the service industry), the way you react is vital to saving your relationship with the customer. At Service Express, we react threefold: we own the mistake, we fix it immediately, and we fix it permanently.
Making a mistake is a forgivable offense. But the same mistake should never happen again—and there has to be a systematic review to make sure it doesn’t. In other words: make your mistakes a learning experience. Every time.
As a leader, you must hone your intuition—but make sure you look at the data to tell the full story. How do you use both intuition and analytics to make the best decisions at your company?
More is not always better, having the right focus is. Sometimes you have to say “no” to achieve the clarity you need to move forward in discussions or actions. Be transparent, explain why, and shift...
I am a huge advocate for coming up with a solution to a problem, then presenting both. However, after listening to Adam Grant speak and getting feedback from a previous blog post, I can concede that...
When I was hired into Service Express we were a very young company with a fraction of the employees and resources that we have now. We hadn’t formalized The Service Express Way (Vision talks and...
They are the people who can suck the life out of an organization and deflate morale company-wide. You don’t want to work with them, and it would behoove you to ensure they don’t want to work with...
Sometimes you can look too hard for answers. When you are pushing hard to find the right path and not getting the results you want, you need to take a step back for clarity. Go on vacation, read a...
Recently I’ve had the opportunity to meet with several companies to share some of Service Express’ best practices and tips for building a great company culture. Step one always has been and...
Motivational speaker Jim Rohn famously said they we are the average of the five people we spend the most time with. Which means it is essential to make sure you are surrounding yourself with the...
I recently took a trip to Hawaii with my family, and while there we took in a sunrise bike tour down a volcano. On our way up the 7,000-foot volcano, I had a very interesting conversation with our...
