Photo Credit: Steak 'n Shake Instagram I’ve been pretty tough on Steak ’n Shake over the years. In my books and presentations about customer service, it’s been one of my go-to examples of how not to treat customers. And, honestly, the criticism has usually been well-deserved. While their burgers are solid, the service has consistently been slow, indifferent, or confusing enough that I often left wondering why I had just spent that much time and money for such a frustrating ex

School Bus Drivers Who Care: 20 Tips to Improve Student-Driver Relationships is the latest release in my series of books about customer service for public schools. So far I've written books for all employees , administrators , teachers , food service employees , and front office staff . Now, I focus on the transportation department—a group I find to be overlooked by many administrators looking to improve their school's customer service. In School Bus Drivers Who Care , I sha

The Nordstrom Tire Story In my books, I frequently reference customer service research which shows that consistently going above and...

Anyone who's read my books or followed this blog knows that I have a big problem with policies getting in the way of companies giving...

As someone who has spent a career leading people and writing about customer service, I try hard to give businesses and their leaders the...