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Category Archives: Customer Relationship
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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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
What’s On Your Trophy Wall?
In the last few months we have visited the CEO’s of two different companies. Both had executive offices that were interior decorated to communicate importance and prestige. Both offices were supported by an administrative assistant that could have written the … Continue reading
Liposuction Service: The Problem with the Pursuit of Shortcuts
January is dieting month. Those holiday parties and giant, pull-out-all-the stops meals can add unwanted pounds. Who could pass up trying that casserole? As good as the eggnog and fruit cake were, you could not escape their propensity for turning … Continue reading
Treating Old Customers like a New Puppy
When kids plead their parents for a new puppy it generally comes with plans and promises to take great care of it. “I promise I will walk it, feed it, clean up after it, etc.” Parents finally relent and the … Continue reading
Serving Eagles
An eagle got the neighbors talking. My backyard fronts a large lake with a cove wrapping around each side of the lot. Peering out the side window early one morning, we spotted a giant American eagle struggling to get out … Continue reading
If Service Was a Bicycle
The downside of a vacation at the beach can be eating way too much seafood, especially if you happen to be a lover of delicious fare from the deep! A popular antidote to weight gain from beach banquets is to … Continue reading