Over the past 15 months I’ve been on Twitter, I have contacted dozens of businesses for a variety of reasons. In some cases I’ve had feedback on a product or service. In other cases I was interested in buying a product or service. A majority of the time, however, I
Most of us acknowledge that when we’re performing our jobs, we are working. But what many employees don’t often consider is that their jobs are made up of both mandatory actions that fulfill job functions (i.e., the bullet points on a job description) as well as optional behaviors that fulfill
Have you ever heard a co-worker say, “I’m only one person, it won’t make much difference if I don’t do this quite right”? Most times they don’t actually come out and say it but you can detect it in their body language and demeanor. How can you influence these employees
Last weekend marked the grand opening of Sprouts Farmers Market in Aurora, CO. The parking lot was teeming with cars so I dropped my wife off near the entrance and then circled the lot until I found a parking spot towards the front of the store. Anticipating a delay due
Recently, I had an epiphany. It occurred to me that the most important aspects of my job (and likely yours) are nonessential. Think about it. Most jobs consist of a set of essential job tasks that define a job role. These tasks might be described as mandatory job functions—the bullet
Last night I was watching the men’s 1000 meter Olympic speed skating event at the Winter Games. The defending Olympic champion, Shani Davis, dominated the field of skaters, winning the gold medal. What was interesting to me was a remark by one of the television commentators. He said that Davis,
I was in New York City for a business trip a week or so before my 10-year wedding anniversary. One afternoon, I stopped by the Tiffany & Co. flagship store on 5th Avenue to look at anniversary rings. A thoughtful representative named Duncan showed me several rings as he explained
I spent a fair amount of time last month on TripAdvisor, Hotels.com, Yelp, and other websites offering hotel reviews. A majority of those reviews were written by hotel guests whose experiences were either very good or a very bad. It seems that when guests have an ordinary or typical experience,
Time and again research confirms that customer encounters in which a problem is resolved quickly and efficiently receive higher satisfaction scores than situations in which there was no problem reported. Obviously, each customer is different with respect to his temperament and tolerance for mistakes. But dropping the ball here or
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