How many of you enjoy standing in line, waiting to be served? Long before Disney mounted large flat screen televisions to keep its guests entertained while waiting in line to see the next attraction, supermarkets have positioned tabloid newspapers near the checkout aisles to ease the inevitable delays that accompany
What happened the last time you asked an employee to do something that was not his job? Did he cheerfully accept the responsibility and work beyond his job description to fulfill your request? Did the employee begrudgingly fulfill your request—making sure you knew through body language or words that he
A few years ago, The Broker Restaurant in Denver, CO participated in a local radio promotion. As a part of this promotion, the radio station mailed out $25 unrestricted coupons to area residents who completed a survey about their radio listening preferences. Because there were no restrictions, these coupons were
I recently read the book Not Everyone Gets a Trophy: How to Manage Generation Y by Bruce Tulgan and was reminded of this generation’s reputation of entitlement. As the title suggests, children from this generation who played sports generally received medals or trophies for participation rather than merit. Although the
My family and I decided to try Carino’s Italian restaurant for the first time tonight. When we entered the restaurant, we were “greeted” by the hostess with the predictable, “How many?” before being seated. Our server approached our table within a minute or two, delivering interactive menus and crayons to
The title of this post is a quote from the French philosopher, Voltaire. It expresses the notion that we must not accept that “good” performance is equivalent to “the best” performance—in fact, they’re enemies. I’m convinced that most service providers are content to deliver “good” customer service. Their rationale may
Several years ago, after the birth of our first child, I began pouring pancake batter in unique shapes that our son would recognize from his world. When he was very young, I poured shapes ranging from puppies to pacifiers. As he grew older, I adapted the shapes to his interests—whether
One drawback to living in a relatively new neighborhood is that the landscaping is not yet fully established. This means small trees with few leaves. I suppose if you can’t stand raking leaves, small trees would be a plus. For me, however, with four young children who love to play
Earlier this evening, between dinner and dessert, my two-year-old son began singing the ABCs Song from his high chair. Not once, but again and again as he was cheered on by his siblings and me each time after completing the song’s finale: “…Next time won’t you sing with meeeee?” His
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