I was reading the book Revolutionize Your Customer Experience by Colin Shaw and came across the following excerpt from Duane Francis, CEO, Mid-Columbia Medical Center, The Dalles, OR: “We want to create a non-institutional environment where patients can feel more like individuals and valued as a whole human being, rather
Here are two separate stories I received this week that share a common theme: restaurateurs who made meaning by expressing genuine interest, conveying authentic enthusiasm, and providing pleasant surprises. Those who practice these memorable customer service behaviors cannot help but succeed—even in a fragile economy. Lynn from Kansas writes: “When
In today’s mail I received a marketing letter from a Denver-based accounting firm eager to expand its clientele. I’d say that I have received a letter from this firm every 2 or 3 months for the past four years and usually toss them in the trash unopened. Convicted by this
In the February 19, 2009 issue of BusinessWeek, an article titled Customer Service in a Shrinking Economy featured customer service enhancements at BMW dealerships. Specifically, the automaker rolled out Wi-Fi service at its dealerships last year with the intent of giving customers an inexpensive way to pass the time while
I had worked a full day in Washington, D.C. and then flew to Detroit for a presentation the following morning. I arrived late at the airport in Detroit and as I exited the terminal with my bags at around midnight, was confronted by a number of aggressive limo drivers. I
My wife had ordered a set of Batman and Robin walkie-talkies on-line from the website of a national toy retailer. After they arrived and my boys had a chance to try them out, we learned that the reception was poor if the handsets were more than one or two rooms
Conveying authentic enthusiasm that adds a bit of a spark to an otherwise predictable transaction is an effective way for employees to express their uniqueness while making it memorable for customers. Stephen Covey, author of The Seven Habits of Highly Effective People, says that, “Any job is twenty percent knowledge
Personal importance is often misunderstood at the frontline service provider level in the hospitality industry. I’ve had participants in customer service classes who challenge the notion that anyone should be treated any differently than anyone else. Some see acknowledging one’s personal importance or “Elite” status as favoritism. Others see it
I recall a Gallup statistic from a few years ago that 65% of American workers claim to have received no recognition in the workplace in the previous 12 months. If that’s true—as it apparently is for those workers—then ask yourself, “How might I be contributing to this perception by employees
Proudly sharing Steve’s vision of delighting customers: Digital Opera
The Revelation Conversation is Here!
