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The job market has become increasingly unstable for millennials, and layoffs are hitting this generation harder than ever. My article below explores why, from economic pressures and automation to burnout, communication gaps, and shifting workplace values. I share real solutions: how schools, companies, and individuals can rebuild soft skills, strengthen self-worth, and create a generation ready to thrive — not just survive. |
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Costco Wholesale Corporation Reports Fiscal Year 2025 Operating Results
Costco has always been a service leader, and its reports are always worth following. View Costco Report
Year-end sales as of August 31, 2025, were $275,235 billion, and profit of $8,099 billion. Service leaders always outperform other organizations. I was there on Saturday, October 4, to get my hearing aids cleaned (for free) and to return my tennis shoes I bought about 7-8 months ago and my electric shaver I bought several years ago. No receipt needed. They just look up the purchases on the computer. I got $106 back and bought replacement items for about $150. Products you buy at Costco have a lifetime warranty.
It takes only a few minutes at the checkout counter. Always manned by 2 people who work as a team. In May 2003, I invested $1000 in Costco. Today, this is worth $38,584 (October 5, 2025). I now have 42 shares with a $18.21 Dividend per share, which is $764.82 on my $1000 investment
Most firms focus on superior service for a few months or maybe a few years. Costco is featured in my book, Relentless. Management understands the Service Strategy. Of the $9,000 I invested in May 2003, it is now worth $224,585. With Amazon, the $1,000 is now worth $140,486, and with Home Depot, it is worth $22,264.
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John Tschohl Service Strategy Seminars in Mexico and Peru If you have a major event and would like to drive customer service and the customer experience, reach out to Carmen Velasco or myself. The strategy starts at the top, like at Amazon, Mayo Clinic, Chewy.com, and Apple. I can get your team really passionate about awesome customer service. Master the Service Strategy. This concept works for anyone that's serious about rapidly growing their business.
I was in Cabo San Lucas, Mexico, September 22-23 with my partner, Jose Luis Acevedo, helping Krystal Grand, and its Director General, Oscar Fernandez, a very luxurious resort, launch Leading Empowered Teams for an Awesome Customer Experience. Los Cabos is close to heaven. Incredible weather and one of the most beautiful places on Earth.
Watch this video.
On October 6-7, I was in Lima, Peru, with the Wong family, Corporación E. Wong (owners of the largest malls in Peru, Plaza Norte and Mall Del Sur), and doing seminars for over 2,000 of their employees. I did two, three-hour seminars a day to help all employees understand the power of delivering awesome customer service. This included the cleaners, security, maintenance, store managers, and owners. Plaza Norte has over 80 million visitors a year. Twice the volume of visitors as the Mall of America, the largest mall in the United States. They have over 1 million visitors a month that come by bus.
I started working with them when they only had 25 employees over 40 years ago. They are the most customer-driven family in Peru, and the most successful.
Edgar Calloo, General Manager of Corporación E. Wong, has two live testimonials, one in English and the other in Spanish. Watch here.
Every presentation is customized. I can do keynotes for 60-90 minutes, a full day, or a 2-day seminar. I do these Seminars in person or on Zoom.
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Why Feelings is so Powerful and Magical
Feelings is the first program I developed in 1979 and released in January 1980. It was the first customer service program ever developed, and the 6 principles taught in Feelings work in every corner of the world. Millions have gone through Feelings. Over the last 45 years, it has been updated many times. There are 5 versions: Retail Service, Feelings for Professionals, Healthcare with Feelings. Customer Care for Supermarkets and Connections for Higher Education. The reason it works so well is that it uplifts the spirit of the employee, builds them from within, and gets them to feel good about themselves. Most employees feel they gain more from the program than their organization. The focus is on 6 areas:
- Feel Good About Yourself
- Practice Habits of Courtesy
- Master the skills of communication
- Perform what you promised
- Listen Carefully
- Learn About Your Job (I was at Disney for 4 days last week, and very few employees knew anything of value about their theme park)
In my Proven Process for Driving a Service Culture, I talk more about how to build Rock Stars. Feelings is implemented in 3 sessions of 2 hours each (4 hours in developing countries) spaced one week apart. Each participant has homework between the sessions. The more you mix participants, the bigger the impact on employee morale and teamwork. The leader's guide is easy to use and is idiot-proof. Most firms have too many employees and too many underperforming employees. In almost all developing countries, most organizations have 25% more employees than they need. Their costs are too high. They do not understand the power of price. Organizations add employees, knowing employee turnover is about 25-50% and fail to train the employees who have 99% of your customer contact. If you want to pilot Feelings, call SQI or your channel partner and ask for a free trial for 10-20 employees. You only have to cover shipping. Contact your local channel partner or call on WhatsApp 1-612-382-5636 or John@servicequality.com. For Spanish contact Carmen Velasco, carmen@servicequality.com or WhatsApp 1-619-862-7694. |
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Worldwide Conference for Gurus
On September 27, I attended the Worldwide Conference for Gurus in Orlando, Florida. I received the Customer Experience Guru Award from Guru John Mattone and Marshall Goldsmith
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