Author Archives: David

No real excuses for bad service

Posted on August 3, 2012 by David

I really shouldn’t have asked the question yesterday as I did. There should be no excuses for poor/bad customer service. Common excuses are given in order to deflect attention and responsibility away from the guilty party. Excuses like: It’s not … Continue reading →

Posted in Uncategorized | Comments Off on No real excuses for bad service

Number one excuse

Posted on August 2, 2012 by David

Want to know what the #1 excuse for bad customer service is? I’ll share that tidbit with you tomorrow. But first, I’d like to hear what you think is the top reason. Is it lack of training? Lack of caring? … Continue reading →

Posted in Bad Service, Excuse, Rajesh Durbal | 4 Comments

It’s just a day, no biggie

Posted on August 1, 2012 by David

Monday. August 1, 2011. Just another day for some. No biggie. For me, it was the day I learned I had cancer. I would be lying if I said “no biggie” here. It was a big day. A day that … Continue reading →

Posted in Cancer, Character, Meaningful, Milestones | 8 Comments

Just a face in the crowd

Posted on July 31, 2012 by David

Do your customers come with name badges? How do you recognize them? Better yet, do you call them by name? Or are they just another face in the crowd? Recognizing your customer’s name is just as important as them recognizing … Continue reading →

Posted in Brand, Brand Loyalty, Customers for Life, Recognition | 1 Comment

What does excellence look like?

Posted on July 30, 2012 by David

Do you have a clear picture of what excellence looks like? You practice it every day right? Yeah . . . I fall short too. Sometimes I fail miserably. But the thing with excellence is you keep trying. Shoot for … Continue reading →

Posted in Disney's Approach to Leadership Excellence, Excellence | 5 Comments