Work vs. Play
Earlier this week, a friend of mine passed along a copy of Daniel Pink’s latest book, Drive. It was a pleasant surprise because, having read
January 20, 2010
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Add value, not fees
According to this article, all major U.S. carriers, aside from Continental and Southwest, have added a $10 surcharge to most of their fares for travel
September 29, 2009
What’s in a name?
Earlier this month, I stopped by Hooters for lunch. During my hour-long visit, my table was “touched” by three separate Hooters Girls (my server, Felicia,
September 27, 2009
How a bottle of Geritol, delivering a package in the snow, and walking a dog, resulted in customers for life!
Below are three true stories that illustrate the memorable customer service behavior: deliver service heroics. In order for us to have a common understanding of
August 26, 2009
Turning customers into promoters
Our clothes dryer stopped working late last week and the part I ordered from GE was not scheduled to arrive until Monday. Having four kids,
August 10, 2009
Customer-unfriendly policies
I recently stayed at a full-service hotel in Scottsdale, AZ that offered a nice workout facility with treadmills and stationary bikes that faced a set
June 15, 2009
You never know what they’ll remember…
When I was 10 years old, during the summer months when we were out of school, my friends and I used to walk to a
May 4, 2009
Communicating personal importance reinforces positive memories
Personal importance is often misunderstood at the frontline service provider level in the hospitality industry. I’ve had participants in customer service classes who challenge the
March 9, 2009
Today’s service practices create tomorrow’s service culture
Last month, I presented a customer service message to a group of managers from Townhouse Inns of Montana, a division of Town Pump, Inc. During
March 4, 2009
