Most companies seek to lead their competitors in market share. But alas there is usually only one company with the largest percentage of market share. While there are many factors that contribute to gains in market share, some of them such as advertising and discounting are quite expensive to maintain.
Yesterday, my family and I went to a local franchise sandwich shop for lunch. This shop is unique in that you record the specifications of your order (e.g., white or wheat bread, choice of cheese, type of drink, etc.) on a brown paper bag that serves as written confirmation of
I received a voice mail on November 12th from a good friend of mine, Shawn. He had just checked in to the Edmonton Marriott at River Cree Resort in Alberta, Canada. Here’s a portion of the message transcript: [begin message] I walked in the front door of the Edmonton Marriott
Too often operators recognize employees for the job they do with processes rather than customers. I recall hearing a perfect example of this from a consultant named Rick Tate: When a restaurant hostess is hired to greet guests and make them feel welcome as they arrive, she also recognizes there
Here’s a true story I received from my mom earlier this month: Steven, I just had to tell you about a couple of little girls from a local elementary school who came to our office to sell candy for their fundraiser. One girl was kind of shy and didn’t say
I recently brought my car in to Discount Tire here in Denver to purchase a new set of tires. The rep suggested a suitable tire and then began to put together a deal. This included a credit for my old tires, a road hazard warranty, free installation, and free quarterly
Earlier today I brought three of my children, ages 3, 5, and 7, to the dentist. We’ve been going to the same pediatric dentistry office since our oldest child turned 3 and was scheduled for his first “Happy Appointment!” (That’s the nickname the dental hygienists give to a toddler’s first
Who should you service first? The customer who’s phoning or the one standing right in front of you? There’s a real double standard here among customers. When you’re the one calling, you expect the employee to answer promptly and assist you right away without being put on hold. However, when
Some employees have a penchant for delivering service heroics that become the subjects of many positive customer testimonials and even company lore. This is an effective way for these employees to express their uniqueness while making it memorable for customers. For our tenth year wedding anniversary, I bought my wife
The Revelation Conversation is Here!
