Earlier this year, I read a book by a colleague of mine, Jeff Toister, titled Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. As the book’s subtitle suggests, Jeff explores common obstacles that prevent customers from experiencing exceptional customer service: broken
Yesterday, my family and I dined at Red Robin Gourmet Burgers in Littleton, Colorado. As is consistently the case, we were seated right away, our server was cheerful, our orders were taken promptly, and our meals were excellent. All that remained, was for our server to present the bill and
Twitter is the social networking service that has revolutionized the way people communicate online. Twitter allows twits (users) to send out tweets (messages) to their followers (those minions who opted to follow updates from the sender). These updates are limited to no more than 140 characters in length. Tweets can
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