What pandemic?
Over the holidays my wife and I dined at two steakhouses in the Denver area. Due to Covid-19 restrictions, we were not allowed to dine
January 12, 2021
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Service is a principle, not a campaign
This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I
October 8, 2019
You don’t have to be a B Corp to have a purpose
In recent years, I’ve read a number of articles that attribute the rise in B Corps to organizations’ desire to be seen as interested in
February 25, 2019
Assuage the pain
In May I read the 2017 Qualtrics Hotel Pain Index Study, made some notes, and had every intention of writing a June blog post in
August 2, 2017
Casual indifference
There is a phenomenon in the services industry (some might say, an affliction) that I’ll refer to as ‘casual indifference.’ Its occurrence is not rare.
January 15, 2015
No fear
I recently discovered that at least one employee at my local supermarket has no fear of consequences for his behavior at work. The King Soopers
April 30, 2012
Just a customer
This post is the fourth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe
October 10, 2011
Who’s to blame?
The other day, I trailed a King Soopers employee as she returned about a half-dozen shopping carts from the parking lot to the store. She
August 5, 2011
Where do you think you are? Nordstrom?
Have you ever wondered what the difference is between an exceptional customer service provider, like Nordstrom, and a typical service provider, like Toys”R”Us? First, consider
December 15, 2010
