Have you met anyone who enjoys being nickel-and-dimed? Do you know anyone who embraces unexpected add-on charges? Of course not. That’s because these business practices are irritating. Last week, I brought my family to Fatburger to enjoy a good hamburger (their burgers are delicious). Since this was my first time
I can think of a lot of feelings you’d like your customers to have following a purchase. Remorse isn’t one of them. Buyer’s remorse is the feeling of regret after a purchase and is often associated with a consumer’s perception of being taken advantage of and receiving poor value for
Recently, I had an epiphany. It occurred to me that the most important aspects of my job (and likely yours) are nonessential. Think about it. Most jobs consist of a set of essential job tasks that define a job role. These tasks might be described as mandatory job functions—the bullet
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 his bestseller, A Whole New Mind, it was on my buy list. One of the reasons I enjoy reading authors like Daniel Pink, Malcolm Gladwell,
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 on three busy days around the Thanksgiving and New Year’s holidays: Nov. 29, the Sunday after Thanksgiving, as well as Jan. 2 and 3. Rick
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, and two others: Lillie and Kassity) and the manager, Ben. I don’t always do so well remembering names but they made it easy for me.
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 what it means to deliver service heroics, consider this definition: Going beyond the job duties that are expected of the employee. 1.) Earlier this year,
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, a functional dryer over the weekend is a must! So we washed our clothes and, afterward, brought them to a neighbor’s house to dry in
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 of wall-mounted flat screen televisions. The audio for each television was accessed individually at the exercise equipment in order for each guest to listen to
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