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Category Archives: Service Wisdom
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
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
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
What Indiana Jones Can Teach Us about Service
We like getting the fresh perspectives gained by examining service and the customer experience through new lens. And, Indiana Jones is clearly a great lens. Dr. Jones was smart–a renowned scholar at a prestigious university. Customers enjoy service that demonstrates … Continue reading