There’s a popular perception among businesses that providing self-service alternatives to consumers relieves them of the responsibility to deliver customer service. Perhaps they assume that because they’re offering customers greater convenience, more control over the transaction, and increased value, it’s unnecessary to focus on customer service. Take, for example, self-service
Most of us acknowledge the importance of supervisors modeling the behaviors expected from frontline hourly-paid employees. Intuitively, this just makes sense and is reinforced with platitudes such as “Actions speak louder than words” and “Walk the talk!” Even so, this leadership principle and management expectation is often neglected. Consider this
The driver’s side rear turn signal bulb went out on my Expedition last week, so I stopped by the Ford dealership this morning to have it replaced. I pulled into the service bay, parked, and went inside to the service counter. There, I met up with a service manager who,
This customer service blog attracts all types, ranging from engaging customer service advocates to crotchety curmudgeons. An advocate is defined as a person who speaks or writes in support or defense of a person or cause. Advocates contribute productively by offering supportive and, sometimes, divergent views on a variety of
I enjoy taking my family to On The Border Mexican Grill & Cantina. In fact, I look forward to it. The restaurants are clean, the food quality is excellent and the value for price paid is fair. My wife, however, has one problem with On The Border. This single issue
From time to time, I’m asked, “Is there a single attribute you’ve found to be common among employees who consistently provide exceptional customer service?” I bet if you asked five different consultants, you’d get five different answers. But here’s my answer: initiative. Service is a verb and, as such, requires
I used to work for a general manager who was critical of our hotel’s food and beverage director because he had a reputation for rolling-up his sleeves and pitching in when the restaurant was slammed. Sometimes, he would seat guests. Other times, he would bus tables. My GM believed that
Last week, my family and I visited my wife’s 90-year old grandfather in a rural Nebraska assisted living facility. Everett is remarkably lucid for a man his age. We spent time together in the receiving room and ate lunch outside in the garden before returning to his modestly furnished room.
My brother-in-law is an administrator at a high school in Sioux Falls. One day, he encountered a freshmen student in the hall who was visibly upset because another student said he was short. Todd invited the student into his office and asked, “What’s the problem?” To which the student exclaimed,
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