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Category Archives: Service Innovation
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
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
Great Service is Summer Camp
It is the season of summer camp! Chip’s eight year old granddaughter, Kaylee, is going to her first overnight camp…for two weeks and in another state! When she is talking with her two sisters about summer camp, you can hear … Continue reading
Walk on the Left; Stand on the Right
This is not a political blog. But the familiar sign at the start of most airport moving sidewalks carries a subtle but powerful message about great customer service—walk on the left; stand on the right. The political left is associated … Continue reading
Read Your Customer’s Mind
It all started at one of those traveling fairs…the ones that set up in the parking lot of a shopping center with a few rides and attractions. She boasted she could guess your age for a dollar. If she got … Continue reading
Taking Service Decoration to the Top
The daughter of one of our business partners ordered a CD for her child from CDBaby. Once her order was shipped, below is the email her daughter received. Your CD has been gently taken from our CD Baby shelves with … Continue reading
Make it My Way or No Way
Customers start young wanting everything their way. A teddy bear is now Build-a-Bear workshop. The perennial Barbie doll has become accessorize-Barbie online. Even American Girl dolls now come with matching outfits for “mommy.” Want to decorate your new cell phone? … Continue reading
Following the Rules of Combat
Several years ago Logan Graves posted the “Rules of Combat” out on his website. We filed the clever set of rules away but recently dusting them off for a fresh look at imaginative service. Here are a few of his … Continue reading
Posted in Customer Experience, Service Innovation
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Proactive Service
Kim Burke of Avalon Salon in Dallas has been a hairstylist for men and women for several years. Far more than the old-fashioned barbers of yesteryear, customers get a shampoo, scalp massage, awesome tea, and conversation laced with more culture … Continue reading
Service Gone Wild!!
Play-Doh was the accidental by-product of an effort to develop wallpaper cleaner. The Slinky came about when scientists were trying to design a spring to support sensitive equipment on ships. Silly Putty was a mistake in an attempt to create … Continue reading