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...
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...
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...
One of the keys to being a strong leader is surrounding yourself with a strong team. Your leaders should push you, hold you accountable and keep you in check. Does your team push you to be the best...
Personal and professional growth comes outside of your comfort zone. So to grow, you have to stretch yourself. Use the tools you measure your activities with, and make sure there are tasks on there...
We all make mistakes and let’s face it, no one knows it all. But a key to success is recognizing when we’ve made a mistake, learning from it and then correcting our course. For that to happen, we...