Last week, our family dined for the last time at The Broker, a Denver restaurant founded 46 years ago by my father-in-law, Ed Novak. Dozens of family members joined us from across the country to honor Ed and the legacy of his restaurant. Several toasts and tributes were offered to
The other day I spotted a sign in a shared public restroom intended for restaurant employees. It read: “Employees Must Wash Hands Before Returning to Work” A study by the Bradley Corporation found that while 92 percent of Americans say they believe it’s important to wash their hands after using
I was recently asked to clarify some service industry terminology that’s being used, often interchangeably, to describe customer experience. Being that clarification often results from examining definitions, let’s start there. And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a
This week I was introduced to an innovation in learning technology developed by STRIVR Labs, the world leader in virtual reality (VR) to train individuals and improve performance. STRIVR is used by some of the world’s most respected organizations, from professional sports teams to Fortune 100 companies. The STRIVR platform
Have you ever heard someone say, “They don’t pay me enough to do this job”? If I had a captive audience with an employee who expressed this sentiment, I would suggest that until his disposition and performance (e.g., customer service quality) improves, he’s not going to be qualified – or
Last Saturday night, our family joined my in-laws for dinner out in Parker, Colorado* in celebration of my mother-in-law’s 75th birthday. When my wife made the 6:00pm reservation for eight, she mentioned that it was Dianne’s birthday. Atmosphere When we arrived, we were seated in a portion of the restaurant
I was recently invited to contribute to CX Factor, a web series hosted by Mark Fidelman, CEO of Fanatics Media, that shines a spotlight on world-class brands known for delivering smarter, superior experiences to today’s modern, connected customers. The episode in which I participated featured Sunil Bhardwaj, SVP, technology, platform, and
A journalist recently contacted me, posing a single question: “What makes good customer service?” This was my response: Let’s start with a definition: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Within this definition are seven elements that are key
Yesterday, while vacationing in Breckenridge, CO over Labor Day Weekend, I bought two 100-chip sets of 11.5G poker chips at Peak-A-Boo Toys on Main Street. When we returned home last night and opened both sets, we discovered that one of the sets contained only 99 chips and was missing a
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