Tag
customer service
Episode 79: Every Industry Is In Hospitality with Stephen J. Cloobeck, Diamond Resorts International Founder
“Get up early. Stay late. Do what your passion is. And don’t be afraid of taking risks.” – Stephen J. Cloobeck On this episode of The Pivotal Leader, Gina Trimarco interviewed Stephen J. Cloobeck, a self-made entrepreneur with more than thirty years’ experience across every aspect of hospitality design, development, and deployment … AND...Read More
Episode 58: People, Process & Purpose with Chris Power
“In order to manage your growth, you have to manage people.” – Chris Power In this episode of The Pivotal Leader, Gina Trimarco interviewed Chris Power, founder and CEO of Power Consulting Group, Inc., a New York IT Managed Services firm with a focus on technology for financial, legal, non-profit and education sectors. Chris is...Read More
Episode 11: The Pivotal Leader – Greg Marcus
Subscribe to the podcast on: iTunes | Stitcher Greg Marcus, CEO of The Marcus Corporation, is a charismatic leader (and secret agent) that not only earned accounting and law degrees but went to film school before returning to the family business, his grandfather started in 1935. Also known as Agent BB, Greg has led the...Read More
Episode 8: The Pivotal Leader – Jody Padar, CEO and Principal of the New Vision CPA Group
Subscribe to the podcast on: iTunes | Stitcher “Timesheets are a culture killer,” is only one of the many insights that Jody Padar, CEO and Principal of the New Vision CPA Group, shared with me in this episode. Listen in to hear how this leader is transforming the accounting industry by being “radical”. She recently...Read More
Creating Customer Experiences Instead of Transactions: My Zappos Experience Part 3
This is Part 3 in my series of “What I Learned at Zappos Culture Camp” By Gina Trimarco What does it mean to “create an experience” for customers (and employees) beyond a “transaction” (exchange of money for a service or product)? A recent transaction I had was on my least favorite airlines, Spirit, in which...Read More
The End Of Summer Is The Beginning of Crushing Q4
By Gina Trimarco, Chief Results Officer All summer long it’s so normal to get those reply emails that start with “I’m on vacation until xyz date.” It’s a CRM juggling game of proving to your bosses that you really, truly are following up on new business but “they’re on vacation, I left a message” becomes...Read More
Finding Good Employees – Ask Yourself “Why”
By Gina Trimarco, Chief Results Officer “We can’t find good employees” is a phrase I continue to hear from nearly every client. No matter what the industry or geography this sentiment is shared often. And while we are a smaller company that doesn’t depend on many employees to manage our businesses, I do have many...Read More
Common Sense Customer Service – That’s The (Meal) Ticket!
By Gina Trimarco, Chief Results Officer How is it that the employees of the same company can differ so much when it comes to customer service? This is a question of training versus common sense but really it comes down to hiring culture. I recently attended a client’s annual meeting and awards dinner at a...Read More
How Do You Build A Successful Sales Program? NOT How You Think . . .
The following guest post was written by Shawn Karol Sandy of The Selling Agency, a partner of Pivot10 Results and co-presenter of “From Pain To Profit: Strategically Pivot Your Talent and Culture” on June 23, 2016 in Myrtle Beach. We run across this situation quite often. You started a business. You hustled. You busted your...Read More
Employee Empowerment Is Not A “Job Duty”
By Gina Trimarco, Chief Results Officer How often have you experienced a poor customer service situation where the employee says “I’m not allowed to do that” or “It’s our company policy”? It’s frustrating and annoying. One of the first things we teach in customer service training is what NOT to say. Don’t tell the customer...Read More