Between March and September of this year, sales at restaurants and bars plunged 27%, compared to the same period in 2019, according to the U.S. Census Bureau. And by April, according to the National Restaurant Association, more than 8 million restaurant employees had been laid off or furloughed. Experts anticipate
I suddenly have a lot more time on my hands. It’s made me think about how, as a customer service consultant, I can offer value to clients at a time of unprecedented crisis where the primary focus, understandably, is survival. Then it occurred to me that I should start where,
Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a customer service role and execute their job functions, blissfully unaware of the opportunities they forfeit daily to demonstrate exceptional customer service behaviors. Awareness is key.
The days of the boorish salesman portrayed in the 1992 film Glengarry Glen Ross – where the mantra “Coffee’s for closers” was used to both recognize success and admonish poor performance – are gone. Certainly, there are still unscrupulous salespeople and gullible buyers. But it’s safe to say that today’s consumers
Marketers have increasingly been using acquired intelligence about their customers to tailor pitches to match customers’ unique buying patterns and preferences and to attract their future spending. And while marketers hope for consumers to respond favorably to their tactics, that’s not always the case. My local supermarket asks for my
Earlier this month, I read a Wall Street Journal article titled The Art of the Airline Apology. The article features a 2009 study by researchers at the University of Nottingham’s School of Economics in the United Kingdom that found apologies can be more valued by customers than compensation. In the
Do you recall the last time you waited in a long line at the supermarket to buy a handful of items with no express lane or alternate cashier in sight? Chances are you scanned the visible personnel to see whether or not an employee might step forward and say, “I
In some organizations, there is an appearance that certain job roles matter more than other job roles. Employees in these work environments may feel judged based on their department, job title, tenure, shift, uniform/attire, or other differentiating factors. In such work cultures, it’s not uncommon for cliques to form that
I enjoy taking my family to On The Border Mexican Grill & Cantina. In fact, I look forward to it. The restaurants are clean, the food quality is excellent and the value for price paid is fair. My wife, however, has one problem with On The Border. This single issue
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