Is it me or do you find that merchants are constantly asking you to “take five minutes” and “tell us how we’re doing” by responding to a customer satisfaction survey? Sometimes these surveys appear in your email box following a purchase. Other times, hard copy surveys arrive in your mailbox
As a customer, do you ever experience a negative unintended consequence of an action that was designed to enhance the customer experience? Perhaps the bar’s live music is too loud to hold a conversation or the restaurant’s lighting is too dim to easily read the menu. Although these establishments are
Like many who read this blog, I am a student of customer service. I’m interested in books on the subject, discussing the topic with others, speaking and writing about it and, of course, critiquing the service I receive as a customer. One of the questions that’s often discussed and debated
Yesterday I went to my local King Soopers to buy the last few ingredients for our Cinco de Mayo celebration. As I was awaiting check-out in the express lane, the customer ahead of me questioned the price of a loaf of Sara Lee white bread. I’m not sure what he
In my seminars, I talk a lot about job function and job essence. To me, recognizing the difference between them is central to understanding why customer service delivery is so predictably poor. Awareness is key. People don’t know what they don’t know. The first thing I would do to increase
The notion of unique knowledge was first brought to my attention by a colleague from Boston. John was quite interesting and I learned a lot from him by listening to his insights related to topics ranging from history to customer service. I would characterize John’s knowledge as substantial as opposed
My family and I recently returned from a four-night stay at the Crystal Peak Lodge in Breckenridge, CO. The only feature of the resort that was more impressive than its pristine condition and luxury amenities was its location alongside the ski lifts at the base of Peak 7. Yesterday I
From time to time, seminar participants ask me, “What’s the best way to deal with difficult customers?” My standard answer is: “They’re only difficult if you’ve labeled them that way.” I prefer the adjective “discriminating” in place of “difficult.” Consider the definitions of each: Discriminating: discerning; noting differences or distinctions;
Based on peer conversations I’ve had over the past week, I’ve been considering the potential to script/institutionalize job essence so that it can become a function of one’s job role—and not left to chance. To clarify, the essence of an employee’s job is his overarching purpose—his highest priority. Job essence
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