Category Archives: Service Recovery

Who Drives Your Customer’s Experience

My wife has a new ear doctor!  He has great bedside manner and obvious, deep medical expertise.  But, the start and finish of her first visit left her wondering how well he understood the complete patient experience. I went with … Continue reading

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Fearing Thunder

It was a stormy night and our three granddaughters were awakened by the loud, shake-the-rafters thunder.  They quickly descended upon our bedroom, eager to sleep with us.  Their arrival triggered a discussion about the difference between thunder and lightning, including … Continue reading

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“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

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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

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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

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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

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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

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“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

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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

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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

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