Last December, because my blog is listed on Guy Kawasaki’s media website, Alltop, I received an exclusive email offer to preview an advance copy of his upcoming book, Enchantment: The Art of Changing Hearts, Minds, and Actions (Released on March 8th). Enchantment delves into the art and science of influencing
I recall saying to a client across the conference table, “Exceptional customer service is always optional.” Upon hearing this, his eyes narrowed, he leaned forward, and his voice lowered as he responded, “Not around here. Around here, exceptional customer service is mandatory.” I disagreed but, in his defense, most general
Last Wednesday, I learned that a friend of mine was traveling from California to Marriott’s Marco Island Florida Resort & Spa to attend a coaching conference. Christopher and I both invested the early part of our careers working for Marriott and, knowing that he would not call ahead to request
Typically, when you think of airline connections, you think of events that occur between departure and arrival at your final destination. But there’s another type of connection that’s equally important to the long-term success of an airline: personal connections. I recently read a Wall Street Journal article about the customer
Interactive voice response (IVR) systems are typically used to service high call volumes, reduce cost, and improve the customer experience. When I called Comcast customer service last weekend, I was given the option to input my phone number and have a customer service representative return my call within the next
Though business has its own set of complexities, customer service isn’t one of them. Exceptional customer service is simply a choice. Employees develop their own definitions of customer service and decide for themselves how they view customers: as honored guests who contribute to the success of the enterprise or as
Earlier this month, I emailed a freelance graphic designer the following message: “I have an idea for a design project that I can articulate but not design. Any chance you’re available for 10 min. to discuss? I’m also around next week. Thanks.” And received this reply: “Next week would be
In 1997 I heard Dr. Chip Bell speak on the topic of customer service. My most vivid memory from his talk was a question he posed to 70 members of our management team: “How many of you,” he asked, “have worked here for 90 days or more?” Surveying the room
Years ago, while attending a 7 Habits of Highly Effective People seminar in New York City, I listened as our facilitator, Dr. Larry Kokkelenberg, stated that the word “no” is not a negative word. The word “no,” he explained, is actually a positive word. It’s an empowering word—a liberating word.
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