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
Yesterday I met with Zane, a manager of a fast-casual restaurant. During our conversation, he shared some of the recurring challenges he faces in trying to elevate customer service at his restaurant. One frustration he disclosed was the inability of his staff (with the exception of one or two “superstars”)
I recently read through the American Express 2012 Global Customer Service Barometer research report prepared by Echo Research and found many of its conclusions to be rather predictable: Consumers think businesses are paying less attention to providing good customer service Consumers will spend more with companies that provide excellent service
Last Friday after soccer practice, my 7-year-old daughter’s team went to a frozen yogurt shop for some treats. The first girl to receive her yogurt, Anna, sat by herself at one of the tables while the other girls waited on their yogurt orders. Anna is new to the team while
In my reading, I’ve come across three unique words that have expanded my customer service vocabulary and, for me, reinforce various aspects of exceptional customer service: cosset, lagniappe, and bespoke. A word of caution: William Strunk, Jr. and E.B. White in their perennial book, Elements of Style, said, “Do not
It amazes me how many social media and customer service pundits gush about the need to master web-based social customer service along the periphery, even as basic frontline customer service quality languishes. Best Buy, XFINITY (formerly Comcast), and AT&T are great examples of companies who aspire to garner reputations as
I recently discovered that at least one employee at my local supermarket has no fear of consequences for his behavior at work. The King Soopers employee who bagged my two gallons of milk and bottle of Mr. Bubble (don’t judge me…) said, “Damn! I’d need this whole bottle for my
Earlier this month during a presentation, a participant posed the following question: “What difference does it make if one customer leaves dissatisfied when there’s a line of customers waiting to take his place?” Having worked in high-volume environments in New York City and Orlando, I’ve detected this sentiment—if not heard
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