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Recently, one of our “service revolution” companies made the news—and not in a positive light. A controversial piece by the New York Times revealed high turnover and employee unrest at Amazon, a company known for its customer service. How are we to consider these allegations? Is it possible that life inside Amazon’s Seattle headquarters is…read more
Every year, U.S. Lawns President Ken Hutcheson delivers an impactful keynote speech at our Annual Conference. It’s one of our most popular sessions, inspiring the crowd and setting the tone for our future. We’re excited to move forward in a bold direction, to become a true industry leader. Where Are We Going? So, what is…read more
A friend of mine is getting married. They’re a younger couple, living on the West Coast, very marketing savvy. They shared a story with me about their wedding rings, which I wanted to pass along. Wedding and engagement rings are metaphors for many things: love, commitment, partnership, eternity. They symbolize your marriage. It’s without a…read more
Let’s start with one assumption: good employees make happy customers. It’s not a new idea, although it some may not realize it. CEOs of Walmart, Costco, Starbucks, Patagonia, Apple, Hallmark and many corporations are growing their business through internal culture. You’ll find employees who are well paid, supported in their personal endeavors, and offered valuable…read more
By Ken Hutcheson. A term I like to use is “radical personalization.” If something is radical, it’s shocking. And that’s how I believe customer service should be. Have you ever had service so great you were shocked? I bet you can remember exactly what happened. Sometimes, I think talking about service in the commercial property…read more