recent posts

Featured in the Indianapolis Business Journal R...

Posted on Apr 4, 2012
Ex-grocery exec Danny O’Malia providing service advice to sports franchises Anthony Schoettle March 31, 2012 Danny O’Malia learned the value of customer service at the age of 9 while working alongside his father, Joe O’Malia, at the family grocery. Now...

WHAT IS IT WITH SERVICE TODAY?

Posted on Sep 27, 2011
Since I live, die and preach the Gospel of Customer Service for a living these days, lots of folks ask me why it’s generally so bad no matter where you go. I have several thoughts on the matter. But first—remember. There are some companies that give great customer...

Chick-Fil-A, A Company that GETS IT

Posted on Sep 21, 2011
Two constant themes to any Customer Service program I present are “corporate culture” and “empowerment.” Not many companies get these right; thus not many companies give very good customer service. One company/ culture I really admire (there are many, such as...

Become a Trusted Advisor

Become a Trusted Advisor
Posted on Sep 28, 2010
Danny O’Malia explains how to become a trusted advisor by using the trust equation. If you can not see the embedded video player above please use the following link: Become a Trusted Advisor – Danny O’Malia, Indy’s Trusted...

The Dougle$$ Lawn Care Story

The Dougle$$ Lawn Care Story
Posted on Sep 21, 2010
My last two entries have been prompted by complaints. Now I want to tell a positive Customer Service story. Last week I once again served as Substitute Host on the Abdul in the Morning radio show on 1430 AM. A call came in from a lady named Denise Mertes. This call...
recent from Corporate Culture Featured in the Indianapolis Business Journal – 3/31/12
Ex-grocery exec Danny O’Malia providing service advice to sports franchises Anthony Schoettle March 31, 2012 Danny O’Malia learned the value of customer service at the age of 9 while working alongside his father, Joe O’Malia, at the family grocery. Now he’s taking the lessons he learned more...
recent from Employee Empowerment Inspired
I received this story from my daughter in St. Louis. It inspired me. As a former teacher and as someone who is still involved in education, this struck a cord. I hope it makes your day as it did mine. One day a teacher asked her students to list the names of the other students in the room on two sheets of...
recent from Leadership MAYBE Sears DOES care??
MAYBE Sears DOES care?? Several months ago, I blogged about my discontent with Sears (and Nordic Track). Well, the power of social media has eventually led Sears to contact me about by dissatisfaction with its service. You may remember that my wife and I were poorly served by Sears concerning the delivery and installation of a...
recent from Communication Inspired
I received this story from my daughter in St. Louis. It inspired me. As a former teacher and as someone who is still involved in education, this struck a cord. I hope it makes your day as it did mine. One day a teacher asked her students to list the names of the other students in the room on two sheets of...