Customer service reps who make me laugh create positive memories for me—of them, the service experience, and the company or brand they represent. Using appropriate humor is an authentic way for employees to express their uniqueness while making it memorable for customers. Here’s an example from my local Starbucks drive-thru.
Sharing unique knowledge that goes beyond the common, mundane, and expected information (i.e., job knowledge) is an effective way to express one’s uniqueness while making it memorable for customers. Unique knowledge is not the same as job knowledge. Job knowledge is necessary for an employee to be proficient in his
Providing a pleasant surprise that adds an unexpected perk to an otherwise ordinary experience, is an effective way to express one’s uniqueness while making it memorable for customers. Have you ever received an unexpected upgrade, a complimentary appetizer, or some other pleasant surprise when you were not expecting it? How
The results are in from the J.D. Power and Associates 2008 North America Hotel Guest Satisfaction Study. According to the study, hotels are feeling the double economic pinch of less leisure travel and higher operating expenses costs. They are trying to manage their costs at the same time they meet
Last night I pulled into the parking lot of my local Chick-fil-A and noticed an employee wearing a bright yellow Chick-fil-A raincoat and holding an over-sized black and white umbrella—as it was pouring outside. At first I thought he was leaving work and heading to his car but then I
Thanks to all of you who participated in this year’s survey! The unique perspectives shared in the survey feedback and analysis produced some interesting results. My hope is that the information can be used to improve the product and service quality for those who choose to read it, share it,
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
I’d like to contrast my last post, When people compete, products get better, with an illustration of abundance mentality and consumer choice. My father-in-law is a restaurateur here in Denver. Several years ago, he took out a full-page ad in the local newspaper that read, “Take this ad to your
There’s a bagel restaurant in my neighborhood that posts a sign on its front door that reads, “No outside food or drink!” Apparently, the owner feels threatened by the Starbucks kiosk located inside the Albertsons supermarket next door. The owner must think that by posting this sign he will deter
The Revelation Conversation is Here!
