Last week, my family and I visited my wife’s 90-year old grandfather in a rural Nebraska assisted living facility. Everett is remarkably lucid for a man his age. We spent time together in the receiving room and ate lunch outside in the garden before returning to his modestly furnished room.
Earlier this year, after my lawn had been aerated and fertilized, I noticed yellow grass forming along the eastern perimeter of my front yard. My initial thought was that my lawn service had inadvertently over-sprayed grass killer while treating the rock landscaping that borders the lawn. So I called and
I’ve read that a typical person in the U.S. spends between 45 and 62 minutes per day waiting (e.g., on hold, in line, for the elevator, for the light to turn green, etc.). Wouldn’t it be great if service providers were intentional about reducing wait times? I had time to
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
This post is the first 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 first advantage is to express genuine interest. Expressing
It is widely acknowledged that the number one reason customers quit doing business with a company is due to perceived indifference towards them as customers. When I ask audiences to describe what it feels like to be treated indifferently, I receive responses such as, “I feel unimportant” and “I feel
Last week, I brought my car into Car Wash Express to remove the window paint my son had used over the weekend to decorate the car for his playoff football game. As I pulled up to the attendant’s station, I saw there were three different wash packages offered: $6 Basic
According to a recent Accenture survey of 7,000 people from 13 countries, significant gaps exists between what consumers want from their insurers and what they feel they are receiving. For instance, more than three-fifths (61 percent) of respondents said that it was very important for their insurer to provide prompt
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!
