Category Archives: Customer Delight

INNOVATIVE SERVICE: HAPPY PROCESSES

What is a service process?  A service process can be defined from two perspectives.  From the inside looking out, it is a collection of procedures and practices that govern a complete operation.  Bottom line, it is the means that organizations … Continue reading

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The Power of Customer Surprise!

The Christmas I turned ten years old there was a mega-surprise for me under the tree. I was expecting the ham radio starter kit or fishing rod that I had requested.  But, there it was!  I could not believe my … Continue reading

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Flowers for Customers

Flowers are warm expressions of affection, compassion and interest.  We dial the florist at Easter for lilies.  During winter holidays we send people poinsettias.  On Mother’s day we order her roses.  A dozen red roses delivered to the office is … Continue reading

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Service Still or Service Movie?

Taking pictures is so different today with the “everyone has a camera” smart phone.  You can now catch those special photogenic moments formerly missed with the “go get the camera” delays.  But, the coolest part of today’s camera-in-a-cell-phone is the … Continue reading

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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

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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

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Make Everyday a Respectful Disney Moment

We were conducting a customer service workshop for the amazing housekeeping staff of the Jacob Javits Convention Center in New York City.  They are called “Environmental Services” at the Center.  The small group task we assigned each of the five … Continue reading

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Save the Date for Customers

We have all gotten them…those notices to “Save the Date.”  It is an invitee’s attempt to make sure a special event—a wedding, a party or a big deal meeting—gets logged onto our calendars before the official invite can be sent.  … Continue reading

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Are You Your Customer’s Jailer?

Growing up on a cattle farm is a chance to see both the promise and perils of freedom.  For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond.  In the winter when there is … Continue reading

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Spicing Up Service

Holiday turkey is not the same without dressing!  And, no chef, cook or wanna-be would make dressing without sage.  It is a spice used for few other dishes than dressing.  Even if it takes yet another trip to the crowded … Continue reading

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