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Category Archives: Take Their Breath Away
What Suits Your Attitude?
You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. … Continue reading
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
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
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
Adaptable Service
There is a lizard living near the deck off my bedroom. And, he absolutely drives the cat crazy! I say “he” because this species of lizard (called Anoles) has a bright pink throat only males display like a fan when … 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
What Can Lexus Teach Us About Service?
Our friend Shaun Smith, of Smith+co in London, shared with us his favorite Lexus story as an example. A BMW owner walked into a Lexus dealership and announced that he was considering changing automobile brands. He had seen an ad … Continue reading
Great Service is the Delivery of Extra
Marlene Moran, a collections rep at Aurora’s Forest Home Center in Milwaukee contacted a customer in his 90’s about his overdue medical bills. During the call, she learned the man was unable to pay anything; in fact his eye sight … Continue reading
Empathy Walk with a Twist
“We will give you a 25% discount on your room rate,” the front desk hotel clerk pleasantly said to the frequent guest, “if you’ll let us watch you unpack!” When the guest recoiled in disbelief, the perky clerk quickly added … Continue reading
The Magical Power of Customer Trust
The Holiday Inn in Peterborough, Ontario, is famous for what they call the “magical moments” they create for guests. A woman who frequently stays at Holiday Inns called the Holiday Inn Peterborough Waterfront with a unique request. Although she lived … Continue reading