Last year I met with Zane, a manager of a fast-casual restaurant. During our conversation, he shared some of the recurring challenges he faces in trying to raise the level of service at his restaurant. One frustration he disclosed was the inability of his staff (with the exception of one
Over Memorial Day weekend, I brought my son to a two-day basketball camp in Lakewood, CO. The first day, we stopped by an independent coffee shop (flanked to the north and south by Starbucks) where I ordered a double espresso in a ceramic cup for dine-in. Cooper and I then
Yesterday I met with Zane, a manager of a fast-casual restaurant. During our conversation, he shared some of the recurring challenges he faces in trying to elevate customer service at his restaurant. One frustration he disclosed was the inability of his staff (with the exception of one or two “superstars”)
In my reading, I’ve come across three unique words that have expanded my customer service vocabulary and, for me, reinforce various aspects of exceptional customer service: cosset, lagniappe, and bespoke. A word of caution: William Strunk, Jr. and E.B. White in their perennial book, Elements of Style, said, “Do not
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