Have you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business has systemic, unresolved issues, problems and misunderstandings are exceptions. By definition, exceptions do not conform to the general rule. This makes them infrequent. That’s why
Every now and then, a dramatic story of personal service and sacrifice comes along to restore one’s faith in humanity. This past weekend, one such story unfolded at my local Red Robin Gourmet Burgers restaurant. On Saturday, a family of four dined at Red Robin before heading to a nearby
This post is the seventh in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The seventh advantage is to deliver service heroics. When
Over the years, I’ve had conversations with hundreds of frontline employees in the service industry. All of these employees were passionate about something but, more often than not, their passion had little to do with their job roles. Many described their jobs as boring, routine, and monotonous. These conversations have
The Revelation Conversation is Here!
