Do you recall the last time you waited in a long line at the supermarket to buy a handful of items with no express lane or alternate cashier in sight? Chances are you scanned the visible personnel to see whether or not an employee might step forward and say, “I
When is the last time you experienced exceptional customer service at an arena or stadium? In my experience, employees at these venues regularly treat event guests like nondescript masses of humanity: processing them, each one like the last one, at various entrances before ushering them past overpriced concessions en route
In some organizations, there is an appearance that certain job roles matter more than other job roles. Employees in these work environments may feel judged based on their department, job title, tenure, shift, uniform/attire, or other differentiating factors. In such work cultures, it’s not uncommon for cliques to form that
As I type this, my Goldendoodle, Nugget, is recovering from shoulder surgery at a nearby animal hospital. His procedure was complex and required him to be left at the clinic all day. While Nugget was in surgery, I went to my local Chuck & Don’s Pet Food store to pick
As a paying customer, how do you feel when details are overlooked or ignored? I once ordered a milkshake for my young son that was delivered to our table without a straw. After placing the milkshake (in a Styrofoam container with a lid) on the table in front of my
This morning, my 9-year-old daughter asked me for a word that rhymes with “all.” She was writing a Mother’s Day poem and grappling with a verse to follow “Your love blooms for all.” The accompanying picture she had drawn contained a row of tall, colorful flowers, so I suggested, “Like
Last week, I was asked to weigh in on a conversation debating the value of organizations investing in omnichannel, a seamless approach to the consumer experience through all available shopping channels (e.g., mobile devices, computers, physical stores, etc.). It’s difficult to imagine a scenario whereby omnichannel is optional for those
This evening I received the following question on LinkedIn and thought I’d address it here as well: Question: Given that experts say employees should smile, treat customers politely, and show enthusiasm, how do you suggest dealing with employees who are affected by personal problems at work? This is an important
I’ve been a Tom Peters fan since being introduced to his teachings in my first management role at Marriott International more than 20 years ago. Frequently contrarian and counter-intuitive, Peters often says: “Soft is hard and hard is soft.” This applies to “soft skills” such as listening or customer service
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