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Most organizations are terrified of "giving away the store," yet they willingly spend millions on marketing to replace the customers they’ve driven away with rigid policies.
In our latest post, I discuss the miracle of Empowerment, the most difficult yet rewarding skill to instill in a workforce. While rules and policies keep things orderly, they often stand in the way of the single most important goal: making a customer over-happy.
You’ll discover:
- The Gap in Trust: Why high turnover leads to a lack of empowerment and how to break the cycle.
- Amazon's Proven Model: How the world’s most successful companies use empowerment to drive billions in net income.
- Safety Over Fear: How to ensure your employees aren't afraid of being fired (or charged!) for doing the right thing for a customer.
- Implementation Tips: How setting a simple spending ceiling (from $25 to $2,000) can revolutionize your service recovery.
Stop letting "stupid rules" piss off your customers. It’s time to teach your team how to bend the rules, make fast decisions, and turn every frustrated interaction into a lifelong loyalist.
Ready to transform your service culture?
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The Power of Speed
Amazon has a better grasp of the power of Speed and Convenience than any other firm in the world. Now they have delivery in 30 minutes to millions of customers. Speed is one of the core elements of great service. View this link below.
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John Tschohl Seminars & NEW Speaker Kit
Almaty, Kazakhstan - June:
I will be in Almaty, Kazakhstan, June 11-13, 2026, doing seminars with Next Vision Forum.
NEW VISION 2026
NEW John Tschohl Speaker Kit:
I have attached my new English speaker kit below in case you would like to use me in 2026 or 2027 to help you drive a service culture. You can email John Tschohl at John@servicequality.com or call him on his cell/WhatsApp 1-612-382-5636
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Smile: A One-Session Program in English and Spanish
Smile is a one-session program implemented in 3-4 hours. The first step in great customer service is to Smile. In Minnesota, where I live, almost everyone smiles. In some parts of the US and in many countries, you seldom see a Smile.
When an employee makes eye contact with a customer, it's important that they immediately smile. This takes 1 to 2 seconds and costs nothing.
A first impression can change everything. Offering a warm, genuine smile tells the customer:
- I like you.
- I care about you as a person.
- I value you.
- I care about your needs.
- I'm ready to help.
A genuine smile can change everything - for the customer, your colleagues, and yourself.
The user-friendly Leader Guide comes with a flash drive. Participant material includes a 6 x 9" perfect-bound participant book, certificate, technique card, and Smile customer service performance standard.
View the Smile Brochure:
The facilitator guide with the flash drive and over 40 minutes of video is only $999. Participant kits start at $20.
Train your staff with Smile, and if for any reason you do not like it return all materials for a quick refund. In 45 years, we have had 2 refunds totaling less than $800.
If you want volume pricing, please reach out to your Service Quality Institute partner or contact John@servicequality.com
You can view the Smile program on our website, including a 5-minute video demo in English and Spanish. You can also view all elements of the program on our website.
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