While on vacation with my family last week in Anaheim, California, I had two encounters with frontline employees that illustrated the importance of language in fulfilling a carefully designed experience. The first occurred at Disneyland, famous for its “Happiest Place On Earth” moniker. A cast member (Disney’s term for its
Whereas job knowledge provides a common broad perspective about a company’s products and services, unique knowledge offers an exclusive “insider’s” perspective. By offering privileged, insider information to customers, you are sharing unique knowledge. Examples include: ways to avoid long lines at Disney World, routes to circumvent construction delays on I-25,
This post is the fifth 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 fifth advantage is to use appropriate humor. The
Last month, a colleague and I had dinner at a Maine microbrewery. Being unfamiliar with its selection of microbrew beers, I ordered a beer flight from our server in order to sample the variety of ales available on tap. For the uninitiated, a beer flight is a selection of beers
The notion of unique knowledge was first brought to my attention by a colleague from Boston. John was quite interesting and I learned a lot from him by listening to his insights related to topics ranging from history to customer service. I would characterize John’s knowledge as substantial as opposed
When it comes to serving customers, most companies are concerned more with posture than performance. Posture is based on what companies say they do, their public image. Performance is based on what companies actually do, their results. Would you rather do business with a company that projects exceptional customer service
My two oldest boys recently attended a cousin’s LEGO® Star Wars™ themed birthday party at the LEGO® Store. When they returned home, each was carrying a bright yellow LEGO party goodie bag and proudly wearing a LEGO name tag that had been personalized with his name. I asked them how
Last week, my family and I traveled to Lincoln, Nebraska to attend a family reunion. While in Lincoln, we stayed at a full service hotel downtown. When we arrived at the hotel, we unloaded several bags from our vehicle onto the sidewalk in front of the hotel. Minutes later, a
There is a restaurant in my neighborhood named Wine Experience Café & World Cellar. This restaurant is unique in that two-thirds of the space is used as a bar area and dining room and the other third is used as a liquor and wine store. The owner, Eldon Larson, had
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