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Four Core Objectives: Why We Have Them and How We Live By Them
Be clear on what you are trying to accomplish in your organization. Here at Service Express, we concentrate on four things with every decision we make. In this video, I explain what they are and how they help balance the company and empower employees.
Customer Service: Why Does Everyone Seem to Hate It?
A recent Wall Street Journal article titled “Everyone Hates Customer Service. This is Why.” made its way to my inbox. Being CEO of a service company, this is a huge passion of mine, and I cannot understand how companies who treat customer service like an aside...
Celebrate The Red
You don’t always have all the answers—and when you don’t, it’s important not to go into emergency mode. Instead, take a step back and ask questions, figure out where the gaps are and move forward. What opportunities do you have to celebrate the red in your...
Despite the Cliché, Failure Is an Option
Life isn’t a movie—failures will happen. It’s how you react to the failure that is defining. Make mistakes, just don’t keep making the same one. Fail forward—when you make a mistake, learn from it. That’s how you grow and ultimately achieve.
Set the Tone of the Meeting Before it Starts
Sometimes launching straight into a meeting for the sake of time seems like the best idea. But I can tell you, the most impactful meetings are the ones where you have a clear outline and expectations from the beginning. Take a few moments at the start of your meeting...
The ‘Why’ Behind Our Biannual Business Plan Presentations
Communication. Transparency. The Big Picture. These are three things we continuously work on here at Service Express. One of the ways we do that is through our annual Business Plan and Mid-Year Business Plan updates. Our Business Plan updates fit all three of these...
Be Intentional When Taking Time Off
There are benefits to your team to get rest, feel refreshed and coming back ready to tackle your to do list. Sharpen the sword as they say! Service Express gave their team members Friday off as well and it allows our team to have the time they need with friends and...
4 Ways to Create a Culture that is Fun and Where Teams Get Great Results
In the past decade, I’ve had the opportunity to talk with many business leaders and one of the most common challenges that they face is in how to create a culture that promotes fun and gets great results. I often read about the newest fad in fun workplace cultures;...
The First Question a Leader Must Answer
What? It’s the first question a leader must answer. This lesson was brought home to me as I was coaching my youngest son in baseball. Throughout the game, I found myself becoming increasingly frustrated as I kept hollering for him to “back up the pitcher.” I...
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...
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.
