Consider This

Robert Stevenson’s Thoughts on the Pursuit of Excellence


“Kinda” Never Accomplished Anything

April 20, 2024

by Robert Stevenson

I kinda want a career, I kinda want to lose weight, I kinda want to do that, or I kinda wish that would happen. If you kinda want something you will seldom be successful in getting it. kinda is the informal way of saying “kind of” and you won't find it in dictionaries. I suggest you take it out of your vocabulary as well. You don’t want to KINDA hope, do, try, or wish for anything.



Who Is Your Company?

April 12, 2024

by Robert Stevenson

The answer is simple: it is the person I am dealing with “AT THAT MOMENT.” In those fleeting seconds, one individual assumes the mantle of the entire enterprise. Their words, demeanor, and empathy become the face of the company. The warmth of their greeting or the efficiency of their problem-solving reverberates far beyond the immediate conversation.



The Power of DELIGHTFUL

November 20, 2022

by Robert Stevenson

Norma Seymour was the Senior Vice President of Service Delivery for Cayman National, in the Cayman Islands. I loved how descriptive her title was … Service Delivery. Ms. Seymour took her job and title very seriously and did everything she could to help everyone in her organization deliver … as she put it … “DELIGHTFUL” customer service.



We Can’t Do Anything About It

September 25, 2022

by Robert Stevenson

That is what their customer service representative said to me: “We can’t do anything about it.” Did the person who made that statement understand the full consequences of what they just said? Did they understand an eleven-year relationship was getting ready to be terminated? I’ll give you an even better question than that … Did they really care? What does that statement really mean? What is that person really saying to us? Mr. or Ms. Customer … “Good luck. You’re on your own” … “You are just going to have to deal with it.”



Treat ‘Em All Special

September 18, 2022

by Robert Stevenson

I recently did a program at a beautiful hotel where the customer service at the front desk was poor. I was thinking to myself how important it is to treat ALL customers with respect and efficiency. So, I did some research and came across some old notes of mine from years ago, finding a story that I thought was worth sharing with you on that subject. I must give one caveat about the story … this was before the arrival of the internet, where information is now so easily attainable.



What are They Saying About You

July 24, 2022

by Robert Stevenson

If all things were equal … Would they pick your company to do business with? Would your customers recommend your company to a friend? Would the majority of your business come from referrals? Let’s get one thing straight … ALL THINGS AREN’T EQUAL. There are different levels of quality of products and different levels of customer service.



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