Service | Shawn Jason Ellis | Resilience Strategist, Motivational Keynote Speaker, Change Management Expert

Pretty, isn’t it? (A lesson in assumptions)

As we pulled out of the driveway on the way to school this morning, my son, Brody said, “Oh, look at the tree.” “The purple one? Oh yeah, it’s pretty, isn’t it?” I replied. The one in the picture above – it is pretty, isn’t it? At least, that’s what I thought. Brody had a […]

5 Steps to Create More Amazing Moments with Your Customers (and How to Recover from Awful Ones)

2 Comments / Blog, Customer Service, Focus, Intention, Leadership, Service / Shawn Ellis

Customer service is defined by moments. We all know that. Perhaps no one knows it better than Morton’s The Steakhouse, though. A couple of years ago, Morton’s created an amazing “moment” when a gentleman named Alex from Morton’s Hackensack (New Jersey) met Peter Shankman at the airport with “a 24 oz. Porterhouse steak, an order of

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