“I treat them the way I want to be treated. It’s as simple as practicing the golden rule.” As a motivational franchise speaker, I was preparing to keynote for a chain of quick-service restaurants and I asked one of their franchisees what he does to provide good customer service. He shared the same belief I’ve...Read More

[Video excerpt from Scott’s customer experience keynote] Bouncing Back from a Dining Debacle As a customer experience keynote speaker, I know that every business organization makes mistakes. It’s how you respond to those mistakes that demonstrates your commitment to your customer. This past Thanksgiving, I had the worst dining experience of my life. I also...Read More