As I read the June 6, 2011 BNET post, I couldn’t help but reflect on a poem that I read in college 25 years ago titled, Ozymandias. The poem by Percy Bysshe Shelley features the decaying remnants of a statue erected to the renowned and mighty King Ozymandias, bearing the
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
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;
Last week, I worked in Freeport on the island of Grand Bahama for a client in the insurance industry. Over lunch she questioned whether or not the essence of an employee’s job could be captured in his job function. My reply was that job essence and job function were separate
I recall saying to a client across the conference table, “Exceptional customer service is always optional.” Upon hearing this, his eyes narrowed, he leaned forward, and his voice lowered as he responded, “Not around here. Around here, exceptional customer service is mandatory.” I disagreed but, in his defense, most general
The Revelation Conversation is Here!
