I recently came across a list of attributes possessed by volunteers—whether candy stripers at a local hospital, political activists along the campaign trail or parents donating their time at their children’s elementary school. The list included: Passion: Authentic energy and enthusiasm in support of a cause Commitment: The act of
In the 1990s, I worked for a hands-on general manager named Mark Conklin who frequently attended morning pre-shift meetings throughout the hotel. At one such meeting in the housekeeping department, I was invited to deliver a short presentation on delighters—those “little extras” that would pleasantly surprise or even “Wow!” hotel
In today’s economy, consumers increasingly scrutinize the “value for price paid” of a product or service. While extraordinary customer service adds value, many service organizations miss opportunities to provide the “little extras” that create value in the minds of their customers. Companies that recognize the value of offering “little extras,”
As I read the June 6, 2011 BNET post, I couldn’t help but reflect on a poem that I read in college 25 years ago titled, Ozymandias. The poem by Percy Bysshe Shelley features the decaying remnants of a statue erected to the renowned and mighty King Ozymandias, bearing the
The following is a guest post by Chip Bell. Chip’s latest book (with John R. Patterson) is Wired and Dangerous: How Your Customers Have Changed and What to Do About It. Two things I remember about my very first suit. It was a powder blue suit–perfect for Easter Sunday church
Is it me or do you find that merchants are constantly asking you to “take five minutes” and “tell us how we’re doing” by responding to a customer satisfaction survey? Sometimes these surveys appear in your email box following a purchase. Other times, hard copy surveys arrive in your mailbox
As a customer, do you ever experience a negative unintended consequence of an action that was designed to enhance the customer experience? Perhaps the bar’s live music is too loud to hold a conversation or the restaurant’s lighting is too dim to easily read the menu. Although these establishments are
Last week I reached out to publishing coach, Dr. Kent Gustavson for his counsel regarding a book project that I’m pursuing. Although we’ve never met in person, I’ve known Kent virtually for the past two years. During that time, he’s provided me with several hours of his time over email
Like many who read this blog, I am a student of customer service. I’m interested in books on the subject, discussing the topic with others, speaking and writing about it and, of course, critiquing the service I receive as a customer. One of the questions that’s often discussed and debated
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