Last week, I worked with the general manager of a Hampton Inn hotel who shared this story: Shannon, a front desk agent, had recently joked with a repeat guest (with whom she had a nice rapport) about aging. The guest was a bit self-deprecating about his own age and referred
I met with a colleague this morning who shared a great story to underscore the importance of reinforcing trust with customers. Trust is a two-way street: customers have to trust the companies with whom they do business and companies have to trust the customers they serve. If customers don’t trust
Here’s a story I came across on-line. The author, Jack Bastide, gave me permission to include it on my blog as an example of how expressing genuine interest in customers translates into increased customer satisfaction and—ultimately—sales! “About 3 years ago we bought two Jeeps. A Grand Cherokee for myself and
Consider the job knowledge that is expected from a typical waiter at a fine dining restaurant. For instance, he or she might be expected to know the menu items well in terms of ingredients, sauces, substitutions—that sort of thing. The waiter would also be expected to know about aspects of
Earlier today I stopped by my local Safeway supermarket. I was picking up the necessary ingredients to make a pretty unoriginal meal: spaghetti and meat sauce. Deciding it might be interesting to surprise my family with a unique twist on a common meal—in our household anyway—I looked at the seasoning
Now contrast the above story with this one: It too is a true story. Last weekend, I stopped by an Ulta salon for a haircut. The stylist was a good conversationalist, took her time, and did a good job. As I was paying for the haircut, Roxanne expressed genuine interest
Last week, I visited a leading “big-box” retailer to do a bit of holiday shopping. The first thing I noticed upon entering the store was that a large group of perhaps twenty employees had formed a circle to conduct an informal pre-shift meeting. As I passed by the group, I
Yesterday, my family and I went to a local franchise sandwich shop for lunch. This shop is unique in that you record the specifications of your order (e.g., white or wheat bread, choice of cheese, type of drink, etc.) on a brown paper bag that serves as written confirmation of
I recently brought my car in to Discount Tire here in Denver to purchase a new set of tires. The rep suggested a suitable tire and then began to put together a deal. This included a credit for my old tires, a road hazard warranty, free installation, and free quarterly
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