I recently read the book Not Everyone Gets a Trophy: How to Manage Generation Y by Bruce Tulgan and was reminded of this generation’s reputation of entitlement. As the title suggests, children from this generation who played sports generally received medals or trophies for participation rather than merit. Although the
My family and I decided to try Carino’s Italian restaurant for the first time tonight. When we entered the restaurant, we were “greeted” by the hostess with the predictable, “How many?” before being seated. Our server approached our table within a minute or two, delivering interactive menus and crayons to
The title of this post is a quote from the French philosopher, Voltaire. It expresses the notion that we must not accept that “good” performance is equivalent to “the best” performance—in fact, they’re enemies. I’m convinced that most service providers are content to deliver “good” customer service. Their rationale may
Several years ago, after the birth of our first child, I began pouring pancake batter in unique shapes that our son would recognize from his world. When he was very young, I poured shapes ranging from puppies to pacifiers. As he grew older, I adapted the shapes to his interests—whether
One drawback to living in a relatively new neighborhood is that the landscaping is not yet fully established. This means small trees with few leaves. I suppose if you can’t stand raking leaves, small trees would be a plus. For me, however, with four young children who love to play
Earlier this evening, between dinner and dessert, my two-year-old son began singing the ABCs Song from his high chair. Not once, but again and again as he was cheered on by his siblings and me each time after completing the song’s finale: “…Next time won’t you sing with meeeee?” His
In an earlier post I asked the question, “Why is it okay to behave indifferently toward customers and roll out the red carpet for the division president?” Specifically, why do employees paint, wax the floors, and polish the chrome for the division president and text friends, smoke near store entrances,
Companies that make me laugh create positive memories for me—of the service experience and brand. Using appropriate humor is an authentic way for companies to express their uniqueness while making it memorable for customers. Here’s an example from Chipotle Mexican Grill: Employees at Chipotle place to-go orders in brown bags
It’s Customer Service Week. I suppose I’m obligated to mention it since I work in the field. It’s just difficult for me to get behind an event staged with banners, buttons, and other chotchkies lauding the importance of customers and customer service when the reality is that many customers at
The Revelation Conversation is Here!
