Featured in the Indianapolis Business Journal

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...

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...

WHAT IS IT WITH SERVICE TODAY?

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 service. My wife and I had dinner at...

Chick-Fil-A, A Company that GETS IT

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 Nordstrom, Southwest Airlines, Outback...

Become a Trusted Advisor

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

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 came in right after a caller named Ann had...

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