Customer service – it’s so important, and can be so variable. Chances are it’s what people talk about more than your great food and beverages, especially if things don’t go right. Consistency is key, so visitors know what to expect and managers know that when they’re not around, service will be delivered to the correct standard.

In this podcast Ken Burgin interviews Justin McGurgan of training and consulting firm Zealifi. We talked about how customer expectations have changed, and the role management must play in creating a strong service culture. We also discussed the effectiveness of monthly training, the role of supervisors, and how to measure success. Here’s a man who is passionate about customer service, and who gets great results from his enthusiastic training programs.