I know I’ve done it. I acknowledge the importance of flossing and commit to my dentist that I’ll floss twice daily over the next six months between cleanings. Then, as my appointment nears, I’ll realize how inconsistent I’ve been and make a special effort to floss in the days preceding
Over the years, I’ve had conversations with hundreds of frontline employees in the service industry. All of these employees were passionate about something but, more often than not, their passion had little to do with their job roles. Many described their jobs as boring, routine, and monotonous. These conversations have
The other day I took a cab from McCarran International Airport in Las Vegas to my hotel on The Strip. About 10 minutes into the drive, I struck up a conversation with the cab driver about the purpose of my trip—to speak to an insurance group about customer service. He
Last week, I delivered the opening conference keynote address for an insurance association at The Mirage Resort & Casino in Las Vegas. The topic was customer service and one of the behaviors I highlighted was to express genuine interest in your customers by, among other things, engaging them with questions.
Earlier this year I stayed in a New York City hotel where I was scheduled to deliver a presentation on customer service. Shortly before my talk, I met the hotel’s beverage director who asked if I had any feedback for him pertaining to the hotel’s food and beverage outlets. I
The other day at Kohl’s department store, I observed three separate customers pull into and then immediately back out of one of two parking spaces located near the store entrance. While both spaces were available, they had been reserved to accommodate the store’s Super Stars of the Month. In each
When it comes to serving customers, most companies are concerned more with posture than performance. Posture is based on what companies say they do, their public image. Performance is based on what companies actually do, their results. Would you rather do business with a company that projects exceptional customer service
Many companies do an effective job of training their employees and holding them accountable to certain job functions. For instance, in the checkout line at my local supermarket I’m routinely asked, “Did you find everything you were looking for?” And, when picking up my order at my favorite take-and-bake pizza
I’m currently reading the book Smart Pricing by Jagmohan Raju and Z. John Zhang. Anything published by Wharton School Publishing has been thoroughly researched and applied in the real world of work—beyond the ivory tower of theory and abstraction often associated with academia. In the book’s introduction, the authors present
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