Every now and then, a dramatic story of personal service and sacrifice comes along to restore one’s faith in humanity. This past weekend, one such story unfolded at my local Red Robin Gourmet Burgers restaurant. On Saturday, a family of four dined at Red Robin before heading to a nearby
While at home singing his preschool’s goodbye song, my 4-year-old son became frustrated that he could not remember the second verse of the song. He would sing, “Adios, adios. It’s time to say goodbye. Adios, adios…” and then pause as he struggled to recall the next line of the song.
I have three policies with Allstate Insurance, including an auto policy. One of the attractive features of Allstate’s auto policy is that it offers a “Safe Driver Bonus” that equates to a 5 percent rebate for every six-month period its policyholders do not file a claim. While parked at my
Earlier today, I stopped by Office Depot to pick up some office supplies. Items in hand, I approached the cash registers at the front of the store to check out. There were two customers in line ahead of me. The first customer, after the cashier began entering her order, realized
There’s a popular perception among businesses that providing self-service alternatives to consumers relieves them of the responsibility to deliver customer service. Perhaps they assume that because they’re offering customers greater convenience, more control over the transaction, and increased value, it’s unnecessary to focus on customer service. Take, for example, self-service
Most of us acknowledge the importance of supervisors modeling the behaviors expected from frontline hourly-paid employees. Intuitively, this just makes sense and is reinforced with platitudes such as “Actions speak louder than words” and “Walk the talk!” Even so, this leadership principle and management expectation is often neglected. Consider this
The driver’s side rear turn signal bulb went out on my Expedition last week, so I stopped by the Ford dealership this morning to have it replaced. I pulled into the service bay, parked, and went inside to the service counter. There, I met up with a service manager who,
This customer service blog attracts all types, ranging from engaging customer service advocates to crotchety curmudgeons. An advocate is defined as a person who speaks or writes in support or defense of a person or cause. Advocates contribute productively by offering supportive and, sometimes, divergent views on a variety of
From time to time, I’m asked, “Is there a single attribute you’ve found to be common among employees who consistently provide exceptional customer service?” I bet if you asked five different consultants, you’d get five different answers. But here’s my answer: initiative. Service is a verb and, as such, requires
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