With 20+ years in the hospitality industry and a lifetime of customer service experience, Steve DiGioia shares real-world tips and tactics to improve your customer service, increase employee morale, and provide the experience your customers desire.
As a certified trainer, author & speaker, Steve has been recognized as a 5-time “World’s Top 30 Customer Service Professional” by Global Gurus.org and a “Top Customer Service Influencer" by multiple organizations. He is also a featured contributor to the leading hospitality and customer service websites. Steve continues his pursuit of excellence on his award-winning blog sharing his best tips on customer service, management, and leadership. Follow Steve on Twitter @Steve DiGioia.
His book “Earn More Tips On Your Very Next Shift…Even If You’re a Bad Waiter” is an easy-to-follow training method that can be used across all industries, resulting in better customer retention and repeat business for your company. It's the blueprint for teaching "WOW" customer service.
by Steve DiGioia - We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually,…
by Steve DiGioia - In the service industry, problems happen every day. An employee makes a mistake, and the customer is, at best, disappointed.…
by Steve DiGioia - I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to…
by Steve DiGioia - Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each…
by Steve DiGioia - Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be…
by Steve DiGioia - This past weekend I helped a friend of mine and served as the maître d for an event of 200…
by Steve DiGioia - I once worked for a boss who led through intimidation. Whenever there was an issue to be resolved or a…
by Steve DiGioia - Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all…
by Steve DiGioia - Tomorrow is a busy day at work. You’ve planned for it, scheduled properly, made the needed operational adjustments, and kept…
by Steve DiGioia - As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid)…
by Steve DiGioia - Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps…
by Steve DiGioia - The lowly cornfield scarecrow hangs idly in the field while a flock of birds, having long since gotten over their…
by Steve DiGioia - During the initial business startup phase, providing great customer service may not have been your first thought. Instead, you focused…
by Steve DiGioia - Too many businesses continue to offer a workplace that leaves little room for the employee’s personality to shine through. They…
by Steve DiGioia - The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate…
by Steve DiGioia - We get so bogged down in life’s everyday chores. As songwriter Harry Chapin famously said, “There’s planes to catch and…
by Steve DiGioia - Earlier today I got into a silly conversation with a friend about one of the biggest issues that we face…
by Steve DiGioia - Yesterday my wife and I did a little shopping after work and stopped into our local Eddie Bauer clothing store.…
by Steve DiGioia - Most people have a few go-to strategies that they follow during times of need. They’re comforted knowing they have a…
by Steve DiGioia - We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to…
by Steve DiGioia - Customers need to know that you have their best interests at heart. As business owners or managers, we get too…
by Steve DiGioia - Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every…
by Steve DiGioia - We face many distractions and obstacles in our day-to-day lives so it’s not worth the effort to be something you…
by Steve DiGioia - Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or…
by Steve DiGioia - Every server in the restaurant industry has their own style, their own manner, and their own way of interacting with…
by Steve DiGioia - There are two viewpoints to take when answering the question; is your team better with or without you. It all…
by Steve DiGioia - Businesses all over this country are littered with the remnants of employees who do a good job. But what about…
by Steve DiGioia - There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The…
by Steve DiGioia - Our actions, mannerisms, speech, style of dress, and a host of other characteristics are being judged by those around you…
by Steve DiGioia - You have a “hard to fill” open position at your job. Even after interviewing candidate after candidate, the spot has…
by Steve DiGioia - Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason:…
by Steve DiGioia - Respect, decency, and courtesy are foundational measures of society. A heavy-handed approach without caring for the feelings of another is…
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