It’s happened to most of us. Your appointment ran a bit longer than expected. You check your watch. You know it’s going to be close. There is a sense of urgency as you plan your route to your car, weaving in and out of pedestrians on the sidewalk as you
It’s a shame when service-based organizations use safety, liability, and policy as justification for delivering average customer service. “Your safety is our highest priority” is the mantra of most airlines. On the surface, it appears noble. The airlines have done a masterful job of limiting customer service in the name
What sort of response do you get from service providers when you share a preference that’s outside of the norm? Perhaps you prefer to have your bagel sliced and then cut in half. Maybe you like an ice cube in your black coffee so you can begin to drink it
Because of my work in the field of hospitality, I read quite a few books on the topic of customer service and thanks to great authors like Chip Bell, Scott McKain, Colin Shaw, and others, I always complete a book more prepared to serve my own clients. Recently I was
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
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
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