The Satisfaction Formula – Think Things Through
Dave and Jayna discuss the importance of clearly thinking things through, which starts with the ability to quiet the mind.
The Satisfaction Formula – Stretch
Dave and Jayna talk “Gumby”—what it is, and how it can make a huge difference in providing amazing customer service.
The Satisfaction Formula – Record Everything
Dave shares a poor customer service experience that could have been avoided with a little extra effort.
The Satisfaction Formula – Invest
Jayna discusses the value of investing in your employees and how it translates to business practices.
The Satisfaction Formula – Fact Finding
Dave breaks down the importance of asking the right questions to maximize customer engagement.
The Satisfaction Formula – Empower
Dave and Jayna explore the topic of empowerment and how everyone can always “recover big” exceed expectations.