How to Handle Customer Service Mistakes
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...
Have The Discipline To Say No
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 the focus to what you CAN do. Once you remove the clutter of the...
Bring Problems To The Right People
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 sometimes you may see a problem, but not understand how to solve it....
Find a Mentor Who Will Challenge You
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 SR5) and a mentorship program wasn’t in the works. As with...Gossipers and Complainers: The Kryptonite to your Superteam
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 you, either! Gossipers and complainers just want to gossip and complain....About Me
I am the President & CEO of Service Express, a National Best & Brightest Company to Work For. Service Express has averaged double digit growth every year since 2001.
We attribute our success to a unique corporate culture that we call The Service Express Way. I am a member of the Young President Organization and sit on the Board of the Spectrum Health Foundation.
