Many companies use terms like “guest” and “partner” to convey the intimacy they have with their customers but the reality is that most employees, when given the opportunity, do not behave as though they are serving a valued guest. If you’d like to test this assertion, simply show up at
Have you ever noticed the similarities between attracting a prospective customer and wooing a mate? There are lots of similarities when you think about it. For example, before the relationship develops, there may be frequent but informal contact. In business, that may look like a weekly e-newsletter that over time
The other day, my family and I went to Dairy Queen for “Something Different” (the DQ slogan). After waiting in line for a few minutes, our family of six made its way to the front of the line. Looking at the “scrumdelicious” pictures on the menus suspended above the counter,
Last month, I enrolled my two oldest boys in lessons at the Breckenridge Ski & Ride School located at Peak 8 in Breckenridge, Colorado. As it was over spring break, there were hoards of skiers making every line (from the ski lifts to the registration area) longer than usual. It’s
Have you met anyone who enjoys being nickel-and-dimed? Do you know anyone who embraces unexpected add-on charges? Of course not. That’s because these business practices are irritating. Last week, I brought my family to Fatburger to enjoy a good hamburger (their burgers are delicious). Since this was my first time
I can think of a lot of feelings you’d like your customers to have following a purchase. Remorse isn’t one of them. Buyer’s remorse is the feeling of regret after a purchase and is often associated with a consumer’s perception of being taken advantage of and receiving poor value for
The next time you go out to eat, pay attention to the question you receive from your server or the hostess as you leave the restaurant. Most of the time, the question you will hear is this: “How was everything?” And I can even anticipate the likely response: “Fine.” A
Earlier today I received this note from a friend, Evan Crist, and just had to share: We were traveling from Denver to Phoenix for some fun in the sun when Southwest Airlines lived up to their reputation for spontaneous entertainment and pleasing service. (I love the line, “If you are
I’ll skip the introductory paragraph about how bad the economy is and how smart business people are constantly looking for new and innovative ways to offer more value to their customers because—assuming you haven’t been riffed and the lights are still on—you already know this. The point of this post
The Revelation Conversation is Here!
