This is the fourth post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
This is the second post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
Over spring break, I stayed at a lodge in Breckenridge, Colorado made up of 46 privately owned upscale condominium units. Many of the units offer balconies with spectacular slope side views, spa showers, granite countertops, and high-end appliances. Imagine that you were a guest at this lodge and noticed that
Have you ever heard someone in a committed relationship say that he or she no longer loves the other person? When questioned, he might say, “I’ve tried. Really I have. But the love just isn’t there.” It’s no wonder the love isn’t there—because love (the noun) is a result of
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
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
This is the final post in a series that has identified 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The tenth advantage is to recognize that exceptions require
This post is the seventh in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The seventh advantage is to deliver service heroics. When
Last week, I brought my car into Car Wash Express to remove the window paint my son had used over the weekend to decorate the car for his playoff football game. As I pulled up to the attendant’s station, I saw there were three different wash packages offered: $6 Basic
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