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Author Archives: Chip&John
“Lights Out” Customer Service
The dance competition was going great! Little girls (and a few boys) had traveled with their cheerleaders, coaches, and parents to hear the ultimately pronouncement, “And, the winner of first place in the lyrical 7-9 year olds category, a high … Continue reading
Dealing With Customers from Hell
Customers at one time or another can all fall into bad moods, get cranky, highly irritable or even fly off the handle a bit. Your front-line folks may catch them on the heels of their car’s transmission breaking down, a … Continue reading
Posted in Customer Experience, Service Recovery
Tagged customers from hell, Service recovery
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And A Little Child Shall Lead Them
When my son was a fourth-grader, he came home one day and announced he had a new student leader helping his teacher. “Did your old teacher assistant leave?” I asked. “No,” he replied, “Mrs. Greer is still there.” “What’s your … Continue reading
Service Star or Service Planet
Sooner or later the skies become a big topic of conversation with a child A long look coupled with a detailed conversation takes the mentoring dialogue to the really big deal part: Why do some lights twinkle and some do … Continue reading
Posted in Customer Delight, Customer Experience, Great Service is ...
Tagged attitude, great servers
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Is Your Service a Means or an End?
I have a new handyman. And, Mike is terrific. It all started with a simple chore—power washing a sidewalk and applying a concrete sealer. I had power washed it before but the sycamore trees nearby had stained the concrete so … Continue reading
The Customer Most Likely to Succeed
High school reunions are always an interesting time to compare prediction with reality. Invariably someone brings a class yearbook. It triggers many before and after thoughts. Is the homecoming queen as attractive as when she was crowned? Is the “wittiest” … Continue reading
Customer Experience as a Story
I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders. He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant. He also loved … Continue reading
Customers Love “Four-Way Stops”
Four-way stops are exercises in decorum without supervision! Every driver knows the rules about who goes next and who has the right of way should turns be involved. There is no traffic light or police officer to ride herd over … Continue reading
Posted in Customer Expectations, Customer Experience, Customer Relationship
Tagged Customer Experience, trust
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What Suits Your Attitude?
You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. … Continue reading
Leave the Gate Open
In 1907, Carnation introduced a new advertising tagline for its condensed milk product: “Milk from Contented Cows.” Growing up on a cattle farm where we produced our own milk, I often heard the ads and wondered what made a cow … Continue reading