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
Last month, I presented a customer service message to a group of managers from Townhouse Inns of Montana, a division of Town Pump, Inc. During my work with them I learned that the company founder, Tom Kenneally, Sr., began the company in Butte, Montana as a single full service gas
There is a restaurant in my neighborhood named Wine Experience Café & World Cellar. This restaurant is unique in that two-thirds of the space is used as a bar area and dining room and the other third is used as a liquor and wine store. The owner, Eldon Larson, had
Here’s a story I came across on-line. The author, Jack Bastide, gave me permission to include it on my blog as an example of how expressing genuine interest in customers translates into increased customer satisfaction and—ultimately—sales! “About 3 years ago we bought two Jeeps. A Grand Cherokee for myself and
A good friend of mine, Shawn, travels nearly every week with his job as a regional sales manager for a large technology company. Shawn is a member of United Airline’s Mileage Plus frequent flyer program and recently achieved its elite status, 100K (which recognizes 100,000 actual flight miles traveled within
John Fischer, a Culinary Institute of America instructor, in his book At Your Service demystifies the wine and food pairing conundrum, enabling staff to confidently offer suggestions to their guests. Fischer writes, “The amount of knowledge required to be a wine expert is staggering, and impossible to bestow upon every
Now contrast the above story with this one: It too is a true story. Last weekend, I stopped by an Ulta salon for a haircut. The stylist was a good conversationalist, took her time, and did a good job. As I was paying for the haircut, Roxanne expressed genuine interest
It’s 9:10pm and my wife and I have just arrived at a local restaurant known for its exposed kitchen, eclectic menu, and deep wine list. We had just seen a movie and recognized that, since it was a weeknight, the restaurant may no longer be seating guests. As we entered
I recently brought my car in to Discount Tire here in Denver to purchase a new set of tires. The rep suggested a suitable tire and then began to put together a deal. This included a credit for my old tires, a road hazard warranty, free installation, and free quarterly
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