Chick-Fil-A Adds News Service – Improves Culture

One of the companies I love to tout in my Customer Service Keynotes/ Training is Chick-Fil-A. And Business Insider has just reported on a new service Chick is offering to families with young children. A service that will improve the sit-down experience for ALL customers and which will increase the friendly...

Culture vs. Strategy

Peter Drucker said it best: “Culture eats strategy for breakfast.” What does this mean? Joe O’Malia didn’t know the term “culture.” But he built a great one. He’d say things like, “If you and I park as far from the front door as we can, everybody will and we won’t have to make it a rule....

Nordstrom – Teamwork and Empowerment Leader

A harried businessman rushed to a Nordstrom store in a mall at 5:30 one evening and headed to the perfume counter. He explained to the lady there that it was his anniversary, he was meeting his wife for dinner in an hour and he had nothing for her. He was looking for a certain brand of perfume. The...

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...

It’s Not Blockbuster’s “Bad”!

Recently I served as guest host for a local talk show, Abdul in the Morning, on 1430 AM WXNT here in Indianapolis. I interviewed Bill Nicholls, Vice President of Ritz Charles Catering, one of my Customer Service Training clients and a highly respected company here in Central Indiana. We talked about customer...

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