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
Conveying authentic enthusiasm that adds a bit of a spark to an otherwise predictable transaction is an effective way for employees to express their uniqueness while making it memorable for customers. Stephen Covey, author of The Seven Habits of Highly Effective People, says that, “Any job is twenty percent knowledge
Personal importance is often misunderstood at the frontline service provider level in the hospitality industry. I’ve had participants in customer service classes who challenge the notion that anyone should be treated any differently than anyone else. Some see acknowledging one’s personal importance or “Elite” status as favoritism. Others see it
Honestly, I never thought I’d be writing a positive customer service story about a cable company in my lifetime. Cable companies, in my mind, have always been grouped together with poor service heavyweights like the postal service, IRS, and DMV. My Twitter conversation last month with @ComcastBill changed all that.
A few years ago I left a book in my seat on a United Airlines flight. I’m sure it happens all the time and in most cases the books are never reunited with their owners because, let’s face it, they’re relatively cheap and easy to replace. I bet most passengers
Last month, I presented a customer service message to a group of managers from Townhouse Inns of Montana, a division of Town Pump, Inc. During my work with them I learned that the company founder, Tom Kenneally, Sr., began the company in Butte, Montana as a single full service gas
Last month while I was awaiting a flight at the Dane County Regional Airport in Madison, Wisconsin, I received a phone call from Lisa, an account executive with FedEx. Lisa was calling me to check on my newly established corporate account and see whether or not I had any questions
Last Friday night, our family ate out at Ted’s Montana Grill. The menu was kid friendly as was our server, Jonathan, but what really got our attention was the individually packaged Wikki Stix www.wikkistix.com that were provided to each of our older children (ages 4, 5 & 8). Like most
There is a restaurant in my neighborhood named Wine Experience Café & World Cellar. This restaurant is unique in that two-thirds of the space is used as a bar area and dining room and the other third is used as a liquor and wine store. The owner, Eldon Larson, had
Proudly sharing Steve’s vision of delighting customers: Digital Opera
The Revelation Conversation is Here!
