Last night, my family and I visited one of those ice cream parlors that use a heated stone to meld together savory concoctions of an array of sweets and premium ice cream. Because each order is usually custom-made, it takes a bit longer to fulfill orders here than in typical
When I was 10 years old, during the summer months when we were out of school, my friends and I used to walk to a local shopping center to buy packs of gum or candy bars—whatever we could get for 50 cents or so. I remember how hot the summers
Language, it seems, has become pretty casual in many customer service settings. I’ve had waiters refer to me as “man” and hear “no problem” from frontline employees, as well as their supervisors, in a variety of situations. We can all think of alternatives to referring to a customer as “man”
How much more effective would you be at expanding your presence on Twitter if your updates were not only seen as useful, interesting, relevant, or entertaining—but also stood out in a crowded Twitter stream as unique, refreshing, and memorable? And I’m not just referring to your avatar. Sure, an interesting
Have you ever missed an opportunity to provide a compliment? Perhaps viewing it as optional? I have. And when I do, it’s usually my wife who points it out. Maybe I’ve overlooked her new haircut or the way she keeps a household of six on track. It’s easy to become
Twitter is the social networking service that has revolutionized the way people communicate online. Twitter allows twits (users) to send out tweets (messages) to their followers (those minions who opted to follow updates from the sender). These updates are limited to no more than 140 characters in length. Tweets can
I was reading the book Revolutionize Your Customer Experience by Colin Shaw and came across the following excerpt from Duane Francis, CEO, Mid-Columbia Medical Center, The Dalles, OR: “We want to create a non-institutional environment where patients can feel more like individuals and valued as a whole human being, rather
Here are two separate stories I received this week that share a common theme: restaurateurs who made meaning by expressing genuine interest, conveying authentic enthusiasm, and providing pleasant surprises. Those who practice these memorable customer service behaviors cannot help but succeed—even in a fragile economy. Lynn from Kansas writes: “When
In today’s mail I received a marketing letter from a Denver-based accounting firm eager to expand its clientele. I’d say that I have received a letter from this firm every 2 or 3 months for the past four years and usually toss them in the trash unopened. Convicted by this
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