Once, while I was sharing a retail example of exceptional customer service during a seminar in New York City, a participant interrupted to ask, “But what if you don’t want the cashier to act all phony—like she’s your best friend? What if you just want to make your purchase and
In last weekend’s edition of the Wall Street Journal, there was an excellent story about travel photography by Kevin Sintumuang, titled Snap Out of It. The gist of the article is that “old school” photographs (e.g., famous landmarks, generic landscapes, and buildings you can barely remember) are no longer engaging
I know what you’re thinking. Do we really need another customer service book? Before you respond, consider your last customer service experience at a supermarket, restaurant, post office, car dealership, or airport. How did it go? If research by the ACSI, J.D. Power and Associates, Bain & Company, and Echo
A story broke last week about the customer backlash against Maker’s Mark after the bourbon maker announced that, in order to stretch its supply to meet global demand, it had begun diluting its bourbon—reducing the alcohol content from 90 proof to 84 proof. It turns out that bourbon shortages are
Last Saturday night, my 12-year-old son requested an order of cheese quesadillas for dinner at the Yard House restaurant in Lone Tree, Colorado. (You should know that, at this particular location, cheese quesadillas do not appear on the menu.) What the server did next was not legendary but it was
Have you ever heard someone in a committed relationship say that he or she no longer loves the other person? When questioned, he might say, “I’ve tried. Really I have. But the love just isn’t there.” It’s no wonder the love isn’t there—because love (the noun) is a result of
Note to reader: Even I’m tired of reading about Nordstrom’s customer service, but there’s a reason its service is heralded. I recently stopped by the baby department at Nordstrom to pick up a gift for a colleague whose wife is expecting a baby boy. After considering the selection of newborn
Yesterday, I brought merchandise returns from two different departments into Nordstrom. I entered the north entrance of the store on the second level and approached the nearest salesperson, Stacy, asking, “I have a couple of returns, including an online return. Should I take them to Customer Service on the third
Much is said about a company’s responsibility to create an environment that fosters an engaged workforce, one in which employees are fully involved and enthusiastic. And while it’s true that employers should treat their employees fairly, provide them with achievement opportunities, recognize their contributions, and promote cooperative relations with others,
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