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Steve DiGioia

Customer Service Crusader, Author, Trainer at Steve DiGioia.com

Roxbury, United States

With 20+ years in the hospitality industry and a lifetime of customer service experience, Steve DiGioia uses storytelling to share real-world tips and tactics to improve your customer service, increase employee morale and provide the experience your customers desire.

As a certified trainer, author & speaker, Steve has been recognized as a three-time “World’s Top 30 Customer Service Professional” by Global Gurus.org and a “Top 50 Customer Thought Leader” by ICMI. He is also a featured contributor to the leading hospitality and customer service websites. With a tagline of “Finding Ways to WOW Your Customer”, Steve continues his pursuit of excellence on his award-winning blog sharing his best strategies on customer service, management, and leadership. Follow Steve on Twitter @Steve DiGioia.

Steve DiGioiaPoints
Academic0
Author98
Influencer32
Speaker0
Entrepreneur20
Total150

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Individual
Email: steve@stevedigioia.com
Phone: 973-997-9003
Business Unit: Customer Service
Theatre: North America

Areas of Expertise

Customer Experience 36.89
Customer Loyalty 44.23
Leadership 30.22
Management 31.54
Marketing 30.09
Business Strategy 30.26
Business Continuity 39.93
Entrepreneurship 31.54
Public Relations 36.64
HR 30.09
Future of Work 30.10
Sales 30.22

Industry Experience

Hospitality
Professional Services
Retail

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Publications

1 Advisory Board Membership
VIP Team of Goodworks 360
Goodworks360
February 04, 2019
We believe all nonprofits deserve access to the most brilliant minds in social impact — and that begins with you feeling comfortable interacting and working with our Team to drive the goals that are the most important. The GOODWORKS 360° Team is passionately dedicated to helping nonprofits – locally, nationally, and internationally enhance sustainability via streamlined access to high-impact pro bono services.

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Tags: Business Continuity, Entrepreneurship, Public Relations

28 Article/Blogs
A Recipe for Success That Always Works – Tip #22
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November 05, 2020
Recently, I was asked, “what makes one business successful when another similar business fails”. Well, there are many reasons but here is the foundation of success for any business. I like to call it “a recipe for success that always works”. Here…Read More »
The post A Recipe for

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Be True To Yourself and Your Business – Tip #21
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October 22, 2020
We face many distractions and obstacles in our day-to-day lives so it’s not worth the effort to be something you are not. Eventually, your true self will come out. When it does, and if you are not showing desirable traits, you will…Read More »
The post Be True To Yourself and Your Busin

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Tags: Customer Experience

What Do You Do To Get Ahead? – Tip #20
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October 15, 2020
Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others, to separate yourself from the competition, and get…Read More »
The post What Do You Do To Get Ahead? R

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Tags: Management, Leadership, Customer Loyalty

Is Your Team Better With or Without You?
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October 12, 2020
There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You…Read More »
The post Is Your Team Better With or Without You

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Tags: Leadership, Management

How to Make Your Customers Feel Important – Tip #19
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October 08, 2020
Every server in the restaurant industry has their own style, their own manner, and their own way of interacting with their customers. Their goal is to make their customers feel important and serve them well. Some service styles are formal and professional,…Read More »
The post How to Make

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Do You Do a Good Job? – Tip #18
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October 01, 2020
Businesses all over this country are littered with the remnants of employees who do a good job. But what about those employees who go above and beyond? There is nothing that impresses a boss more than an employee who takes the initiative.…Read More »
The post Do You Do a Good Job? –

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Customer Service Fact #1 – Tip #17
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September 24, 2020
There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly…Read More »
The post

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Tags: Customer Experience

What Do They Think of Me? – Tip #16
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September 17, 2020
Our actions, mannerisms, speech, style of dress, and a host of other characteristics are being judged by those around you – all the time. And, regardless of what message we think we give, its others who make assumptions which we’re judged against.…Read More »
The post What Do They Thi

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Tags: Customer Experience

This Is Why You Can’t Fill That Position
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September 14, 2020
You have a “hard to fill” open position at your job. Even after interviewing candidate after candidate, the spot has been vacant for over 6 months and you wonder if they’ll ever find someone. To make matters worse, you’ve listened to your…Read More »
The post This Is Why You Can&#

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Tags: Management, HR

The Humble Manager – Tip #15
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September 10, 2020
I’ve always told my staff that I’m not perfect, I don’t know it all, and that I make mistakes. I too have a lot to learn. Is this a mindset of a weak manager? I don’t think so. Instead, the humble manager…Read More »
The post The Humble Manager – Tip #15 appeared first o

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Tags: Management, Leadership

What’s Valuable To Your Customer? – Tip #14
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September 03, 2020
Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason: the doctor’s time is important and has “value”. If you can’t make your appointment it’s a loss of revenue for the doctor.…Read More »
The post What’s

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Tags: Customer Experience

According to Steve #4 – I Can Do Without
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August 31, 2020
People tell us that we should “love” this or that. Well, that’s their opinion. I like to make my own assessment based on my impression of a situation. Example: You’re trying on a suit and the salesperson says, “That suit looks great…Read More »
The post According to Steve #4 –

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Tags: Customer Experience, Sales

You NEED To – Tip #13
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August 27, 2020
Respect, decency, and courtesy are foundational measures of society. A heavy-handed approach without caring for the feelings of another is a sure way to lose a friend. And it’s even worse when done to a customer. Have you ever had a salesperson…Read More »
The post You NEED To – T

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Tags: Customer Experience

Resilience – Tip #12
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August 20, 2020
For decades, stress was viewed as bad and damaging. Then we began to see the power of resilience as an accelerator in our lives. Whether you are coping with adversity, bouncing back from setbacks, or leading through uncertainty, these experiences can make…Read More »
The post Resilience &

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Address the Argument the Right Way
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August 17, 2020
Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued. He lashes out at…Read More »
The post Addr

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Tags: Leadership

What Do You Do With Deadwood Employees? – Tip #11
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August 13, 2020
Great employees are the heart and soul of any business, especially a successful one. Their efforts cannot be understated enough. But there are always one or two poor performers or “deadwood employees” – those who contribute little to the company’s success and…Read More »
The p

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Tags: HR, Future of Work

Management’s Ideas Are Always Better – Tip #10
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August 06, 2020
Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. But that’s not the case. The…Read More »
The post Management’s Ideas Are Always Better – T

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Tags: Management

Raccoon Memories of Days Gone By
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August 03, 2020
Snow. As far and wide as your eye can see. Thanks to the wind, in some places, it’s as high as your hip. Small patches of dry brown grass peek out from the high ridges and icicles hang from places I’ve never…Read More »
The post Raccoon Memories of Days Gone By appeared first on Steve

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Tags: Management

Are Your Pet Peeves Putting Your Job in Danger? – Tip #9
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July 30, 2020
First off, what’s a “pet peeve”? Well, according to Merriam-Websters dictionary, it’s “something that annoys or bothers a person very much”. Are your pet peeves putting your job in danger? I hope not. You know, let’s be honest… Each of us knows…R

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Tags: Customer Experience

Customer Care Versus Gossip – Tip #8
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July 23, 2020
The other day I heard some people complaining about poor customer service. Each shared their complaints about a past shopping trip that irked them enough to commit the story to memory (those are the worst kinds). One person complained that the store’s…Read More »
The post Customer Care

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That Bride’s a B*tch
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July 20, 2020
I can’t tell you how many times I’ve heard those words from one of my wedding coordinators. “She’s so high maintenance”, “She’s nasty”, “She calls me a million times a day, I can’t take it anymore”, or the obvious one – “S

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Promotions – Tip #7
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July 16, 2020
Not the kind that gets you the corner office, a big expense account, or stock options; I’m talking about the kind you use to advertise and spread the word about your business. How dedicated are you to promoting your business to the…Read More »
The post Promotions – Tip #7 appe

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Tags: Marketing

What’s More Important? – Tip #6
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July 09, 2020
Are your company’s numbers, budgets, and marketing efforts taking the lead over all other aspects of your business? But what about the customer? What’s more important? Has your success come at the expense of the very same people that have allowed you…Read More »
The post What̵

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According to Steve #3 – Remember When
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July 06, 2020
Remember when you’d fall asleep on the living room couch and wake up after midnight to a TV that was all static because the stations when off the air? Remember when the 5-second rule applied for almost any food that fell on…Read More »
The post According to Steve #3 – Remember When ap

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Your Customers Are Always Watching – Tip #5
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July 02, 2020
What do you do when you think no one is watching? Are you chewing gum, twirling your hair, or resting your foot on the wall behind you?  Do you tell off-color jokes because you think no one can hear you?  Is your…Read More »
The post Your Customers Are Always Watching – Tip #5 app

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There’s an Upset Customer. Now What? – Tip #4
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June 25, 2020
Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must…Read More »
The post There’s an Upset Customer. Now What? R

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8 Reasons Why Customer Service Will Never Be Perfect
Steve DiGioia
October 15, 2019
Let's face it, you’re not perfect and neither are the people you have working for you. And don’t even get me started about how “perfect” your business is. So, you must realize that your customer service will never be perfect either. Agreed? Good, now we can move on and try to fix it.

So, how perfect can we ever expect our service to get? Good question. Our customers expect us to be perfect, right? What do we do? First, let’s look at 8 reasons why customer service will never be perfect. Then, I will give you some solutions.

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Tags: Customer Experience, Customer Loyalty, Management

This is How You Can Tell You’re a Customer Service Professional
Steve DiGioia
September 30, 2019
Many hold the title but never seem to accomplish the task. Some tout the certification letters after their name but can’t put their knowledge to use. Others, sadly, haven’t a clue and chase away more customers than they help. So, how can you tell you’re a customer service professional?

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Tags: Customer Experience, Customer Loyalty

1 Book
Earn More Tips On Your Very Next Shift...Even If You're a Bad Waiter
Steve DiGioia
March 04, 2013
Many books about how to be a better waiter and make bigger tips focus on upselling tactics and improving the overall customer service. But this book is different. Upselling is important and of course, the service you provide is a major factor in how much you earn, but there is much more to learn. This book provides real-world examples of the situations any waiter or bartender will face each day and gives you the tools needed to create a memorable experience for your guests.

Sure, I can be a little sarcastic at times and definitely have my own opinions, but, after a 20+ year hospitality career and a lifetime of customer service experience, I will show you the BEST methods to use to connect with your customer that will lead directly to getting a big tip -

1) Make your customer feel important
2) Make them feel special, and
3) Make them feel appreciated.

Customer service can be mechanical, but a great customer experience is magical. Whether you're an experienced or brand-new waiter or bartender, this book is a must-have for you. This easy to follow training method can be used across all industries, resulting in better customer retention and repeat business for your company. I will teach you what really works...are you ready?

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Tags: Customer Experience, Customer Loyalty

1 eBook
10 Phrases That Should Never be Used In the Customer Service Business
Steve DiGioia
June 03, 2019
Our young workforce is not trained in the nuances of customer service, let alone the simple, courteous & professional terms that should be used during a conversation between a customer and store employee.

Have your conversations been reduced to short, cutesy phrases that may be suited for friends at a party but not in a business setting? Here’s how to fix that.

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Tags: Customer Experience, Customer Loyalty

2 Media Interviews
Stop Focusing On The Resume So Much
Contact Center Virtual Summit
July 09, 2020
​We all wish to hire the best person available for the job. But too often we're destined to fail from the start, even if we do find the best person. In this session, I describe the self-imposed pitfalls and obstacles we face before we even collect the first resume.

What you'll learn from this interview/webinar:

1. Cheat Sheet to use when interviewing an applicant.
2. Actionable checklist a business can use to determine if they are prepared to hire an employee for any position.
3. 13 Powerful Job Interview Tips You Need to Know Now

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Tags: Business Strategy, Leadership, Management

My YouTube Hangout with Evan Carmichael
Steve DiGioia
December 26, 2016
Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants, and desires of their customers. But as time passes many forget their original stated intent and lean more toward reducing payroll, lowering operational/product costs, and finally to increasing profit as their primary goal.

I asked Evan Carmichael this question: As an organization gets larger there is a tendency for the mindset to change from “the customer comes first” to “higher profits and lower payroll first”. What are the causes of this change and how do you keep this from happening?

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Tags: Business Strategy, Customer Experience, Management

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Steve DiGioia

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973-997-9003