Last night, at the end of a long day, I had a particularly poor customer service experience while grabbing a few items at a grocery store.

The details aren’t as important as what happened next.

I thought of calling the store and regional managers, but it felt like wasted energy.

Because I didn’t think it would matter.

When thinking about the whole of my experience over many years at this store, particularly when checking out, I had to admit that it’s been pretty poor.  I’d even long ago opted for self-checkout because the team member interactions were so universally unpleasant: Often no greeting at the register, often distracted, and sometimes no interaction at all, save for the total owed.

Think about that.

The last impression happens at checkout.

And it’s so inadequate and unpleasant that I’d diverted around it.

That’s not a fluke.

That’s an organizational issue of culture and expectations.

And leadership.

A few things for consideration:

• Does your organization truly prize customer service? Is it imbued in your culture and messaging?
• Are you hiring for it?
• Are you training team members thoroughly and does that training include parameters for autonomy and how and when to escalate to solve the problem?
• Are you monitoring the performance of customer-facing team members and is their compensation tied to their effectiveness?
• Have you carefully considered the last point of contact with your customers and the feeling and flavor of experience you want to leave them with?

Exemplary customer service is not a nice-to-have.  It is a market-driving advantage.

Anyone visiting a Chick-fil-A – anywhere — can attest to that.

When customers or clients raise objections, it means that they still care enough to give you the opportunity to make things right.

Retreating – quietly quitting — is far more lethal to business than complaint.

Ways of Working Together:

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• Some of the most common curriculum topics: delegation and getting out of the weeds, increasing speed of execution, removing obstacles, enterprise leadership and influence across the organization, improving anticipation and accountability, effectively coaching team members for greater performance, Building a Self-Correcting Team®…
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My next openings for new cohorts begin June 15.

Looking for private, confidential, bespoke executive coaching?  For more on working with me directly, go here for consulting and coaching offerings.  I work with CEOs, senior executives, and leadership teams to change outcomes and results.  If you’re preparing to move into a bigger, more visible role or have just landed in one, accelerating your success is one of my specialties.  For senior executives looking for strategic guidance with real-time access to me, this coaching program remains one of the most popular and accessible.  The next openings for all executive coaching offerings begin June 15.

If you are an executive wondering ‘what’s next’ after corporate, consider joining me and a small group of curated peers for the next Big Work Retreat on October 22+23 in Raleigh at a luxury property located 10 minutes from the airport.

One way to plan for life after corporate is to think about it in the margins, watch your runway grow ever shorter, and then try to find something(s) of interest after the door closes.

Another is to give yourself the gift of time to dream and explore and plan in an immersive program with a highly-curated group of peers who are asking similar questions about soul-nourishing work and creating fulfilling lives in the next chapter.

Come awaken dreams, stretch your thinking, get coaching directly from me tailored to your specific situation, find support and camaraderie among fellow travelers, enjoy gourmet meals, relax in beautiful surroundings, and, yes, make a plan.

To learn more and set up a conversation directly with me to apply, go here.

This highly customized program has only 3 seats remaining and will sell out.

Want to Build a Self-Correcting Team®?  One that is accountable, communicates and collaborates, is high trust and high results, pivots accurately, and generally makes you darn proud?  Contact me here.  This is some of the most impactful work I’m invited to do with clients and is described by them as a game-changer.  My next openings are in July.

Planning your annual conference or event?  From elite executive retreats, to senior leadership team off sites, to association conferences and corporate events, I’ve been honored to speak to thousands.
From Blue Cross and Blue Shield to Harvard, from Caterpillar to the Association of Financial Professionals, from Women in Cable Telecommunications to the American Bankers Association, audiences describe me as engaging, interactive, inspirational, and giving them the practical tools and strategies they need for real-time business implementation.

For a full list of topics and descriptions go here.

Meeting planner resources are here.

Customized packages can include: pre-interviews with select attendees, leading a panel discussion, and social media promotion of your event.
For booking information, contact me now.  We’re currently booking 2027.

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