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Category Archives: Service Recovery
Decorating the Last Touch
Your mama told you: “A first impression is a lasting impression…and, you don’t get a second chance to make a good first impression.” For customers, that is especially true. Here is what is also true: “A last impression is a … Continue reading
Customer-Centric Crisis Management
On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members. Part of the massive media coverage was the … Continue reading
Where’s Alfred?
It was a tragedy of errors! My cousin’s daughter underwent major surgery for a rare and aggressive stomach cancer. Unable to get all the bad stuff, she was sent half way across the country to be admitted to the world … Continue reading
“Your Service Sucks!”
We are in the peak of the season of hyperbole. Spend a few minutes listening to the scream of the media and you learn, according to some pundit, every candidate is a saint, insane or Satan. The unemployment rate might … Continue reading
Service with a Back-up
We love Faconnable! Not only do we enjoy their high quality apparel, we value their over-the-top customer service. And, one of our most recent discoveries is their back-up plan built into the service experience. Chip bought a navy blazer at … Continue reading
Service Lessons from a Speeding Ticket
I admit I was driving 70 mph! It was a bright Sunday morning and I was driving on a four-lane highway in a rural area with not another car on the road. Without warning (and without any change in the … Continue reading
Land of the Free and the Home of the Brave
Conjunctions are so bland! Especially when verbs can bring to language so much more inspiration and animation. And, Independence Day is clearly a time for verbs. We sing or hear our national anthem more on July 4th than perhaps any … Continue reading
Service as a Volcano
Working in Nicaragua we were surprised to see active volcanoes with large craters and smoke seething from their tops. Volcanoes usually offer a warning before “blowing their tops.” Sometimes, it is added smoke bellowing into the skyline; sometimes it is … Continue reading
Winning the Service Masters
The concept of the Leader Board got me thinking. The traditional use of a leader board is a large billboard showing the scores in descending order of the players in a golf tournament. What would a Service Leader Board be … Continue reading
Service as Transportation
It all started with a party game…those funny “what if” social games that get sillier with late night exuberance and adult beverages. “What fruit would they be if all pharmacists were a fruit?” asked one guest, a deeply serious pharmacist. … Continue reading