Master List - Why Service Stinks :: T. Scott Gross & Company Inc. :: Motivational Keynote Speaker & Management Training Consultant

It's About the Team

Better, Cheaper, Lasts Forever
As the economy turns to newer, cheaper products, the skilled labor market must change too. Learn to add to the overall service experience and you will rule the market! (606 words)
Getting Employees to Think
Are you guilty of discouraging your employees to think? Business is so occupied with holding on that we are losing a most precious commodity! (390 words)
Only the Competent Qualify
Here are three great examples of Positively Outrageous Service from the pacesetters, Southwest Airlines. They'll make you want to play Follow the Leader! (515 words)
Practice Makes...
Poor training can be worse than no training! And if you delay training, you allow time for bad habits to develop. So start off on the right foot! (354 words)
Three Reasons
You want to know why service stinks, don't you? Our research says these three reasons are on the top of the list. (1,140 words)

Personality ThemingMysterious Thirds Develop a properly designed profile program and you will never again resort to gut instinct and the usual reference check when hiring. (938 words)The Peanut Butter Question If past behavior predicts future performance, what interview questions qualify as a bona fide occupational question (BOFQ)? (583 words)It's About the BossAw Shucks, I have to Go to... When people are doing what they love to do, work is more like a game you love to play. Learn how to make work more like play. (1,020 words)Behavior Modification When you target employees' behaviors to meet the management performance standards, choose contests that engage them emotionally. (1,326 words)Decisions, Decisions One of the major reasons for employee turnover is stress from poor performance. Answer these questions and decide if they're worth keeping or asking them to be successful somewhere else! (652 words)Once Again, From the Top Are all of your people, from the top down, truly empowered? Read on to see if you're sending the right message through the ranks. (679 words)The Importance of Training Re-engineer the workplace to add complexity and you will benefit by having employees who are able and comfortable to handle out-of-norm requests. (995 words)What to Do? What can you do to make sure that customers are more important than systems? Are you sabotaging your own mission? (508 words)When Employees Don't Want to Play You can't decree great service but you can turn raw talent into superstars with examples, training, and rewards. (847 words)It About the CustomerCheap Costs It's not the employee's fault! They think their job is to protect the company from the customer. A little training can make their job easier... and the customer happy. (989 words)Customer Training or Stupid Customer Tricks When the sales process lacks customer focus, the transaction gets lost -all the way to the cash register! (1,318 words)Customers Vote with Their Feet Stop doing business with folks who don't treat you like a customer. Get out of the business of accepting poor service. (365 words)Cut the Catalogs! Categorize your shoppers so you'll recognize the ones who are costing you profits! (491 words)The "No Excuses" List Now that you've heard the truth here are nine Thinking Points to keep you from delivering stinky service! (882 words)Loyalty, Anyone? In many cases loyal customers are not cheaper to serve - and are not all that profitable. Remember, all business is not good business. (501 words)The Art of the Steal The purpose is to transfer possession. Get them touching and therefore owning! (1,086 words)