As a customer, do you ever experience a negative unintended consequence of an action that was designed to enhance the customer experience? Perhaps the bar’s live music is too loud to hold a conversation or the restaurant’s lighting is too dim to easily read the menu. Although these establishments are
Last week I reached out to publishing coach, Dr. Kent Gustavson for his counsel regarding a book project that I’m pursuing. Although we’ve never met in person, I’ve known Kent virtually for the past two years. During that time, he’s provided me with several hours of his time over email
Like many who read this blog, I am a student of customer service. I’m interested in books on the subject, discussing the topic with others, speaking and writing about it and, of course, critiquing the service I receive as a customer. One of the questions that’s often discussed and debated
Yesterday I went to my local King Soopers to buy the last few ingredients for our Cinco de Mayo celebration. As I was awaiting check-out in the express lane, the customer ahead of me questioned the price of a loaf of Sara Lee white bread. I’m not sure what he
“I feel like a number. Feel like a number. Feel like a stranger. A stranger in this land. I feel like a number. I’m not a number.” Even as companies emphasize the importance of personalizing their service in order to create unique and individualized experiences for their customers, these lyrics
In my seminars, I talk a lot about job function and job essence. To me, recognizing the difference between them is central to understanding why customer service delivery is so predictably poor. Awareness is key. People don’t know what they don’t know. The first thing I would do to increase
The notion of unique knowledge was first brought to my attention by a colleague from Boston. John was quite interesting and I learned a lot from him by listening to his insights related to topics ranging from history to customer service. I would characterize John’s knowledge as substantial as opposed
My family and I recently returned from a four-night stay at the Crystal Peak Lodge in Breckenridge, CO. The only feature of the resort that was more impressive than its pristine condition and luxury amenities was its location alongside the ski lifts at the base of Peak 7. Yesterday I
From time to time, seminar participants ask me, “What’s the best way to deal with difficult customers?” My standard answer is: “They’re only difficult if you’ve labeled them that way.” I prefer the adjective “discriminating” in place of “difficult.” Consider the definitions of each: Discriminating: discerning; noting differences or distinctions;
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