Last night, my 10-year-old son, Cooper, and I swung by Park Meadows Shopping Center following his basketball practice in order to purchase an umbrella as a gift for a colleague who is relocating from Denver to New York City. (Having lived there myself, I know the value of a decent
Over spring break, I stayed at a lodge in Breckenridge, Colorado made up of 46 privately owned upscale condominium units. Many of the units offer balconies with spectacular slope side views, spa showers, granite countertops, and high-end appliances. Imagine that you were a guest at this lodge and noticed that
Last week, I delivered customer service training to the staff of a New Orleans hotel. During a table group activity midway through the class, a participant suggested providing complimentary coffee in the lobby each morning as a way to pleasantly surprise hotel guests. In response to his suggestion, I overheard
Once, while I was sharing a retail example of exceptional customer service during a seminar in New York City, a participant interrupted to ask, “But what if you don’t want the cashier to act all phony—like she’s your best friend? What if you just want to make your purchase and
I know what you’re thinking. Do we really need another customer service book? Before you respond, consider your last customer service experience at a supermarket, restaurant, post office, car dealership, or airport. How did it go? If research by the ACSI, J.D. Power and Associates, Bain & Company, and Echo
A story broke last week about the customer backlash against Maker’s Mark after the bourbon maker announced that, in order to stretch its supply to meet global demand, it had begun diluting its bourbon—reducing the alcohol content from 90 proof to 84 proof. It turns out that bourbon shortages are
Last Saturday night, my 12-year-old son requested an order of cheese quesadillas for dinner at the Yard House restaurant in Lone Tree, Colorado. (You should know that, at this particular location, cheese quesadillas do not appear on the menu.) What the server did next was not legendary but it was
Have you ever heard someone in a committed relationship say that he or she no longer loves the other person? When questioned, he might say, “I’ve tried. Really I have. But the love just isn’t there.” It’s no wonder the love isn’t there—because love (the noun) is a result of
Note to reader: Even I’m tired of reading about Nordstrom’s customer service, but there’s a reason its service is heralded. I recently stopped by the baby department at Nordstrom to pick up a gift for a colleague whose wife is expecting a baby boy. After considering the selection of newborn
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