Blog

Squeaky clean follow up

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

Read More »

I’m listening…

Years ago, I sat next to an executive on a flight home to Denver. When he learned that I worked for Marriott, he mentioned that he had achieved Marriott Rewards Platinum Elite status after spending more than 75 nights in Marriott hotels around the world the previous year. He began

Read More »

A matter of trust

This post is the sixth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The sixth obstacle is a low-trust service culture. A low-trust service

Read More »

Hard data versus cute puppies

Yesterday, I received the message below in an email from a blog reader: Ever since I passed your blog to my store manager… I have gotten the vibe that (my interest in improved customer service) is viewed like a puppy…cute but meaningless to the Corporation’s ideals… Profit for the shareholder

Read More »

Poor service is our policy

This post is the third in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The third obstacle is customer-unfriendly policies. I recently stayed at a

Read More »

Good timber

According to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared to only 74.9 if there was no problem to begin with. And the more satisfied a hotel guest is, the more he’ll likely spend. The

Read More »

Nickel and diming kills the goose

Remember the Aesop’s Fable, The Goose with the Golden Eggs? A man and his wife had the good fortune to own a goose that laid a golden egg every day. Lucky though they were, they soon began to think they were not getting rich fast enough. Imagining the goose must

Read More »

Your opinion matters

Is it me or do you find that merchants are constantly asking you to “take five minutes” and “tell us how we’re doing” by responding to a customer satisfaction survey? Sometimes these surveys appear in your email box following a purchase. Other times, hard copy surveys arrive in your mailbox

Read More »

Profits follow exceptional customer service

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

Read More »
The Revelation Conversation

The Revelation Conversation is Here!