I met a friend for lunch over the weekend. The night before he’d flown in from Las Vegas, having booked a room at a nearby Hampton Inn. He used the Hilton Honors app to reserve and pay for room 404 in advance and awaited an electronic key to arrive to
There is a phenomenon in the services industry (some might say, an affliction) that I’ll refer to as ‘casual indifference.’ Its occurrence is not rare. Casual indifference by uninspired employees toward the needs and expectations of customers is rampant. Casual indifference is demonstrated by retail employees who pass within five
This post is the seventh and final in a series that has fully explored the definition of customer service offered in an earlier post. Too often, customer service is viewed as a department, a designated employee’s job role or, someone else’s responsibility. Because of this limited view of customer service,
Last week, I worked in Freeport on the island of Grand Bahama for a client in the insurance industry. Over lunch she questioned whether or not the essence of an employee’s job could be captured in his job function. My reply was that job essence and job function were separate
I met a colleague at ink! Coffee in Denver last week. I appreciate great coffee as I’ve blogged about before and was really looking forward to trying ink!’s. My first impression was positive as the barista welcomed me and briefly shared ink! Coffee’s philosophy regarding product quality and freshness. After
The title of this post is a quote from the French philosopher, Voltaire. It expresses the notion that we must not accept that “good” performance is equivalent to “the best” performance—in fact, they’re enemies. I’m convinced that most service providers are content to deliver “good” customer service. Their rationale may
Our clothes dryer stopped working late last week and the part I ordered from GE was not scheduled to arrive until Monday. Having four kids, a functional dryer over the weekend is a must! So we washed our clothes and, afterward, brought them to a neighbor’s house to dry in
Last week, I worked with the general manager of a Hampton Inn hotel who shared this story: Shannon, a front desk agent, had recently joked with a repeat guest (with whom she had a nice rapport) about aging. The guest was a bit self-deprecating about his own age and referred
Most companies seek to lead their competitors in market share. But alas there is usually only one company with the largest percentage of market share. While there are many factors that contribute to gains in market share, some of them such as advertising and discounting are quite expensive to maintain.
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