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,
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
I recently bought some fresh fish at Whole Foods Market. As is customary, I waited my turn as customers who arrived before me had their orders fulfilled. When it was my turn, an employee behind the counter smiled, made eye contact, and with enthusiasm in his voice asked, “Did you
Earlier this month, I stopped by Hooters for lunch. During my hour-long visit, my table was “touched” by three separate Hooters Girls (my server, Felicia, and two others: Lillie and Kassity) and the manager, Ben. I don’t always do so well remembering names but they made it easy for me.
My family and I recently dined out at a quick service Mexican grill. While I was providing my order to the prep person behind the counter, I observed the sales transaction of the customer who was ahead of me. At no point during the transaction did the cashier smile or
Have you ever received an unexpected upgrade, a complimentary appetizer, or some other pleasant surprise when you were not expecting it? How did it make you feel? I bet you can recall many details from the experience—probably because you’ve reinforced them by sharing the story with others. Providing pleasant surprises
Below are three true stories that illustrate the memorable customer service behavior: deliver service heroics. In order for us to have a common understanding of what it means to deliver service heroics, consider this definition: Going beyond the job duties that are expected of the employee. 1.) Earlier this year,
I read a Wall Street Journal article this week by Timothy W. Martin titled, Choice Advice From Meat Cutters. The article highlighted the benefits of training butchers at leading supermarket chains to engage customers as a chef rather than as simply a meat cutter. The difference separates a memorable, customer-focused
Our clothes dryer stopped working late last week and the part I ordered from GE was not scheduled to arrive until Monday. Having four kids, a functional dryer over the weekend is a must! So we washed our clothes and, afterward, brought them to a neighbor’s house to dry in
The Revelation Conversation is Here!
