Last Monday I sprained my lower back while playing tennis. If you’ve ever tweaked your lower back to the point that getting in and out of a chair requires grit, you know the pain and discomfort I’m talking about. For the rest of Monday and all day Tuesday, I pretty
Last week, I emailed a file to a local office supply store that offers printing services. In the message, I included a request to be contacted regarding pricing and an estimated completion time. A couple of hours later, since I had yet to hear back, I decided to phone the
Patient: Does an apple a day really keep the doctor away? Doctor: If you aim it well enough. Throughout history, humor has been recognized for its healing qualities. The proverb proclaims what modern science has confirmed: “A merry heart doeth good like medicine.” Medieval professor of surgery, Henri de Mondeville,
Let’s do a word association. You know how these work: I’ll name a word and you, off the top of your head, identify a set of words that you associate with that word. Ready? The first word is indifference. What words immediately come to mind? The second word is enthusiasm.
Last night, my family and I visited one of those ice cream parlors that use a heated stone to meld together savory concoctions of an array of sweets and premium ice cream. Because each order is usually custom-made, it takes a bit longer to fulfill orders here than in typical
Have you ever missed an opportunity to provide a compliment? Perhaps viewing it as optional? I have. And when I do, it’s usually my wife who points it out. Maybe I’ve overlooked her new haircut or the way she keeps a household of six on track. It’s easy to become
Here are two separate stories I received this week that share a common theme: restaurateurs who made meaning by expressing genuine interest, conveying authentic enthusiasm, and providing pleasant surprises. Those who practice these memorable customer service behaviors cannot help but succeed—even in a fragile economy. Lynn from Kansas writes: “When
In today’s mail I received a marketing letter from a Denver-based accounting firm eager to expand its clientele. I’d say that I have received a letter from this firm every 2 or 3 months for the past four years and usually toss them in the trash unopened. Convicted by this
In the February 19, 2009 issue of BusinessWeek, an article titled Customer Service in a Shrinking Economy featured customer service enhancements at BMW dealerships. Specifically, the automaker rolled out Wi-Fi service at its dealerships last year with the intent of giving customers an inexpensive way to pass the time while
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