Suggested Talking Points:

  • What is a “million dollar greeting”?
  • Why does a great customer service strategy start with employees, and not with customers?
  • Why it’s now essential for employees to understand their purpose in the overall company mission?
  • Has there ever been a point in history that you feel customer service was at its best and what were the factors that influenced that? How about its worst?
  • What effects have the age of on-demand content and instant-gratification had on customer service?
  • What are some of the challenges and opportunities found in the millennial workforce?
  • You talk about 3 styles of management in the book. Can you touch on each of those and explain their meaning and how each lead to success?
  • How does an entrepreneur or CEO adopt one of the 3 key management styles that lead to success?
  • What are the companies we might be familiar with that have mastered customer service? Which companies are failing?
  • Let’s talk about your 5-step Million Dollar Greeting roadmap that can help entrepreneurs and businesses create their own success story.