The other day, my family and I went to Dairy Queen for “Something Different” (the DQ slogan). After waiting in line for a few minutes, our family of six made its way to the front of the line. Looking at the “scrumdelicious” pictures on the menus suspended above the counter,
Last month, I enrolled my two oldest boys in lessons at the Breckenridge Ski & Ride School located at Peak 8 in Breckenridge, Colorado. As it was over spring break, there were hoards of skiers making every line (from the ski lifts to the registration area) longer than usual. It’s
I can think of a lot of feelings you’d like your customers to have following a purchase. Remorse isn’t one of them. Buyer’s remorse is the feeling of regret after a purchase and is often associated with a consumer’s perception of being taken advantage of and receiving poor value for
The next time you go out to eat, pay attention to the question you receive from your server or the hostess as you leave the restaurant. Most of the time, the question you will hear is this: “How was everything?” And I can even anticipate the likely response: “Fine.” A
Earlier today I received this note from a friend, Evan Crist, and just had to share: We were traveling from Denver to Phoenix for some fun in the sun when Southwest Airlines lived up to their reputation for spontaneous entertainment and pleasing service. (I love the line, “If you are
I’ll skip the introductory paragraph about how bad the economy is and how smart business people are constantly looking for new and innovative ways to offer more value to their customers because—assuming you haven’t been riffed and the lights are still on—you already know this. The point of this post
Over the past 15 months I’ve been on Twitter, I have contacted dozens of businesses for a variety of reasons. In some cases I’ve had feedback on a product or service. In other cases I was interested in buying a product or service. A majority of the time, however, I
Most of us acknowledge that when we’re performing our jobs, we are working. But what many employees don’t often consider is that their jobs are made up of both mandatory actions that fulfill job functions (i.e., the bullet points on a job description) as well as optional behaviors that fulfill
Last weekend marked the grand opening of Sprouts Farmers Market in Aurora, CO. The parking lot was teeming with cars so I dropped my wife off near the entrance and then circled the lot until I found a parking spot towards the front of the store. Anticipating a delay due
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