Who’s the Joker behind this policy?
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
March 22, 2009
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Conveying authentic enthusiasm leaves an impression
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
March 12, 2009
Communicating personal importance reinforces positive memories
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
March 9, 2009
Effective recognition is not pi in the sky!
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
March 6, 2009
Comcast customer service is all a-Twitter!
Honestly, I never thought I’d be writing a positive customer service story about a cable company in my lifetime. Cable companies, in my mind, have
March 5, 2009
My partnership with United Airlines
A few years ago I left a book in my seat on a United Airlines flight. I’m sure it happens all the time and in
March 4, 2009
Today’s service practices create tomorrow’s service culture
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
March 4, 2009
FedEx delivers a personal touch!
Last month while I was awaiting a flight at the Dane County Regional Airport in Madison, Wisconsin, I received a phone call from Lisa, an
March 3, 2009
Wikki Stix are memorable! Crayons are forgettable.
Last Friday night, our family ate out at Ted’s Montana Grill. The menu was kid friendly as was our server, Jonathan, but what really got
March 3, 2009
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