For the most part, I would consider myself a pretty laid back and easy going person. I am generally not quick to anger and I find that I typically start each day off in a good mood. That is of course not always the case. I have bad days just like any other person would, but I find that those days are mostly influenced by others. “I am a product of my environment,” I like to tell people. Simply, I let my environment, my surroundings, shape who I am at that moment in time.
The Bad Mood Contagion: How You Might be Ruining Someone’s Day
May 7, 2012
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Central, Service | Tagged: bad mood, contagion, crabby, environment, self awareness | 
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Posted by Scott Marshall
Be Our Guest: Customer Service at the Happiest Place on Earth
April 9, 2012
Summer is right around the corner and it’s time to start getting ready for those family vacations. When thinking about fun places to go for vacation, one destination pops up more commonly than any other, Walt Disney World. Often referred to as the happiest place on earth, Disney World has become the central hub for family fun in today’s society. It truly is its own little world, with something for every member of the family to enjoy. Old, young, married, or single, there is a plethora of things to do and see. Whether you are playing 18 holes on one of the many golf courses, driving race cars at the Richard Petty Speedway, losing yourself in the nightlife of Downtown Disney, or simply spending your days at the many theme parks, Disney World is an amazing place to visit.
2 Comments | Central, Service | Tagged: birthday, Customer Service, Donald Duck, Downtown Disney, Goofy, guest, Happiest Place on Earth, Have a Magical Day, magical day, Mickey Mouse, Orlando, Richard Petty Speedway, theme park, vacation, Walt Disney World | Permalink
Posted by Scott Marshall
Employees: The Competitive Advantage
March 12, 2012
I was recently having a discussion with a friend of mine, where he mentioned that he would love to work for Google. Upon asking why, I was simply pointed to an online article published by CNNMoney, “100 Best Companies to Work For.” Of course, this piqued my interest and I began wondering what made these companies so special. I started browsing the list, randomly clicking on companies to see what they offered. By the time I got to Google (which was number four on the list), I understood why my friend was interested. They offered everything from climbing walls, to free laundry, and even free food for their employees. I also noticed that their profits were up quite a bit. I closed that screen and clicked on another company also reporting profits. Then I clicked on another company and another. Each company was like the last-they were reporting profits. I began to wonder if there was a correlation and started to research the subject.
Leave a Comment » | Central, Employees, Human Resources, Service | Tagged: advantage, attitudes, best companies to work for, Caterina Bulgarella, competitive, employees, Google, GuideStar Research, profits, Sears | Permalink
Posted by Scott Marshall
Dr. Wyldes’ Mad Scientist Advice Column
February 13, 2012
Dr. Wylde is a mad scientist with dreams of global domination, accompanied by narcissistic delusions of grandeur. When he is not busy tinkering away in his laboratory, he spends his free time giving advice on customer service and business related topics.
Leave a Comment » | Central, Service | Tagged: advice, business, calm, Customer Service, customers, invention, laboratory, mad scientist, plan, priorities, schedule, talk, time management, upset | Permalink
Posted by Scott Marshall
Why We Do It
January 17, 2012
The other day, my daughter and I hopped into the car for a short drive across town. Being that it is January and very cold where I live, I cranked up the heat and turned on my seat warmer. This simple act was met by a chipmunk like voice in the back seat yelling, “That’s no fair! Where’s my butt warmer?!”
1 Comment | Central, Social Media, Technology | Tagged: Blog, digital, Facebook, Jetsons, smartphone, social media, tablet, technology, text, Twitter, video chat | Permalink
Posted by Scott Marshall
The Way of the Jedi
December 16, 2011
As a proud member of the “nerd culture,” I find it is my duty to love all things Star Wars. I’m talking about the ’70s and ’80s era (we can pretend the prequels never happened). There are a lot of things to appreciate about the films themselves, but what I really like about Star Wars is the fact that there is something in it for everyone. There is a strong-willed princess, a handsome swashbuckling anti-hero, the hero farm boy, and of course a talking metal trash can. Ok, so that last one is kinda hard to relate to, but you can see what I’m getting at. So, I thought it might be fun to try and relate Star Wars to the business world and see what kind of wit and wisdom we can come up with.
6 Comments | Central, Service, Training | Tagged: Darth Vader, encourage, knowledge, Star Wars, the Force, training, Yoda | Permalink
Posted by Scott Marshall
Co-existing With Your Co-workers
November 18, 2011
I find it amusing that when we look for a job, the questions people tend to focus on are: “Where is the job located?” “How much does it pay?” “Will I like the work?” Those sorts of things. What we rarely ask ourselves is: “Who will I be working with?” It’s mostly because it’s one of those uncontrollable factors, but it’s just not a question we worry about. At least not until we start the job. We don’t get to choose the people we work with. It would be great if we could, and I’m sure somewhere some big exec is shaking his head muttering to himself that I’m wrong, but in my experience you get what you get.
4 Comments | Central, Employees | Tagged: co-workers, diversity, internal customers, puzzle, team, teamwork, work environment | Permalink
Posted by Scott Marshall
Don’t Forget About Me…
October 24, 2011
It’s hard to go anywhere today and not hear the soulful voice of pop singer Adele. Her song “Someone Like You” has seemed to filter its way onto every radio station, MP3 and CD player (if they still make those) in the country. Yesterday, I was in an examination room at the doctor’s office and heard the song. Then one of the nurses joined in singing like she was having her own private concert. Midway through, she stops and proclaims: “I just love this song!” which made me laugh.
1 Comment | Central, Service | Tagged: Customer Service, remember | Permalink
Posted by Scott Marshall
Which Movie Villains Make the Best (and Worst) Customer Service Reps?
October 5, 2011
With Halloween quickly approaching (where has the year gone?!), I would like to change things up a bit and have a little fun! I love Halloween! It’s actually my favorite time of year, much to the chagrin of my wife. But I look at it as an opportunity to watch all kinds of scary movies, which is another favorite activity of mine. So I thought, wouldn’t it be fun to take some of my favorite villains and actually try to look at them from a customer service perspective!
4 Comments | Central, Service | Tagged: Customer Service, Halloween, villians | Permalink
Posted by Scott Marshall
Six Keys To Providing Great Customer Service
September 19, 2011
Few things (if any) are more important in today’s business climate than good quality customer service. It’s what sets us apart from everyone else! As someone who works in services, I recognize the fact that I only have a few minutes (or seconds) to make an impression on a customer. Those few moments however, can form someone’s opinion about an entire company.
Leave a Comment » | Central, Service | Tagged: Customer Service | Permalink
Posted by Scott Marshall
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