Last Friday, I had my teeth cleaned after my dentist’s office reopened as COVID-19 restrictions relaxed in my area. As expected, new protocols were in place, including: social distancing in the office requiring patients to call from the parking lot to ascertain whether or not there was room in the
I suddenly have a lot more time on my hands. It’s made me think about how, as a customer service consultant, I can offer value to clients at a time of unprecedented crisis where the primary focus, understandably, is survival. Then it occurred to me that I should start where,
Nearly every sophisticated organization has gone to great lengths to craft a mission, vision, or purpose statement together with a set of guiding principles or values to direct its course, during good times and bad. Even so, in both my formal and informal employee polls (at all levels of the
By now, most of us have been impacted in some way by Coronavirus Disease 2019 (COVID-19). I worked in Boston last week where I met a fellow hotel guest in the elevator. Upon detecting an accent, I asked where he was from. He said, “I work in Hong Kong, but
Providing pleasant surprises presents a treasure trove of possibilities for companies and their employees to attract the attention of customers, pique their interest and curiosity, and stand out in a noisy and crowded marketplace. Surprise is an emotion, the function of which is to increase alertness and narrow focus. By
Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a customer service role and execute their job functions, blissfully unaware of the opportunities they forfeit daily to demonstrate exceptional customer service behaviors. Awareness is key.
Increasingly, travelers are reading hotel reviews before deciding where to spend their travel dollars. Research suggests that the average person reads about seven reviews before making a decision (T. Lappas, Stevens Institute of Technology) and 33% of travelers reported changing their hotel booking plans after reading online reviews (Phocuswright). Hotel
This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I enjoy and support recognizing customers and service quality, I can’t help but question the superficiality of hanging banners, donning t-shirts and buttons, and ordering pizzas
Employees will only be aware of job purpose (as a relevant and credible dimension of their job role) if leadership and, in particular, their immediate supervisor, reinforces it by communicating it daily—in words and deeds. Most employees are unaware of their purpose—their highest priority—at work. If you were to ask,
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