Larry Johnson

Corporate Culture Expert, Author and Speaker

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American Airline’s Customer Service Lesson

April 26, 2017

Customer service – or the lack of it. The airlines have been giving me lots to talk about lately. First, there was the incident on the United Flight that I wrote about in my last blog posting where Dr. David Dao was unceremoniously dragged off his flight because he refused to give up his seat… Read More >>

Filed Under: Customer Service, Uncategorized Tagged With: american airlines, customer service, Larry Johnson, United Airlines

Tom Selleck’s Lesson For Corporate Culture

July 10, 2015

Regarding corporate culture, there is a famous quote in Time Magazine from Warren Buffet that goes: “It takes 20 years to build a reputation and five minutes to ruin it.” Never has that quote been more appropriate than in an age where social media can have a huge impact on an employer’s reputation. Do something… Read More >>

Filed Under: Accountability, Corporate Culture, Customer Service, Leadership, Straight Talk, Uncategorized Tagged With: "great boss" management "difficult conversations" "difficult employees" "constructive confrontation" honesty integrity leadership supervision, accountability, corporate culture, Costco, ethics, honesty is the best policy, integrity, Jesse Stone, leadership, leona helmsley, management, managing people, responsibility, tom selleck, Warren Buffet

Leaders Practice Accountability-It Pays In Spades

May 14, 2015

A couple of weeks ago, I had myself video taped doing a presentation of my new program, “Cultivating Employee Accountability.” I needed a clip to put on my website so potential clients can get a taste of what they would get if they book me to speak or provide training for them. Since I live in… Read More >>

Filed Under: Corporate Culture, Customer Service, Leadership Tagged With: "great boss" management "difficult conversations" "difficult employees" "constructive confrontation" honesty integrity leadership supervision, corporate culture, culture of accountability, customer service, integrity honesty leadership governor sanford argentina dishonesty betrayal deceit

Disneyland Uses Service Hero Stories To Maintain The Magic

September 25, 2013

While I was working with Disneyland Resort Hotels one summer, I learned about Eric, a maintenance specialist who demonstrated why Disney has such a great reputation for creating magical moments for its guests. Eric was installing a generator into the ground in front of the hotel when a family approached him and asked directions to… Read More >>

Filed Under: Customer Service Tagged With: culture of accountability, customer service, leadership, management, responsibility

Toilet Paper Blossoms: Details Make the Difference for Customers

February 19, 2013

I recently interviewed Michael Silva-Nash, who is a franchise owner in Little Rock AR for Molly Maid, Inc. Founded in 1979, the company is a highly successful, international company, based in Ann Arbor MI. Molly Maid, Inc. offers residential cleaning services. The company was recently featured on the A&E Channel’s popular show, “Be The Boss.”… Read More >>

Filed Under: Customer Service Tagged With: corporate culture, customer satisfaction, employee empowerment, leadership techniques, motivation, open book management, participative management

Treat Them Right and They’ll Treat You Right – Happy Employees = Great Chili and Loyal Customers

May 25, 2010

I recently conducted a leadership retreat for a client in Santa Fe, New Mexico, one of my favorite towns. As usual, I made a bee line to Tia Sophia , which has been my favorite purveyor of Northern New Mexican food since I first visited there 15 years ago. (Northern New Mexican is quite different… Read More >>

Filed Under: Customer Service Tagged With: customer service, empowerment, motivation, quality

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Larry Johnson
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