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Tag Archives: great service
Service and the Art of Grilling
Holidays like Labor Day are excellent times to sharpen your grilling skills. I am an avid steak griller. When entertaining guests, it is important to begin the grilling process by gathering a bit of steak intelligence. From rare to well … Continue reading
You Are Not an Island
It all started with a missing subwoofer speaker cord. I had purchased a set of speakers which the new receiver promptly blew. The electronics store was an hour from my home. But, I drove the distance to take the speakers … Continue reading
Service Sound Bites in Stereo
The political season is upon us! And, with a presidential debate every few days, candidates are getting plenty of opportunities to utter misspoken sound bites. Under the pressure of cross examination and under the floodlight of the electorate’s pursuit of … Continue reading
Posted in Customer Expectations, Customer Experience, Service Recovery
Tagged great service, Service recovery
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The Power of the Extra Straw
Talk to 100 grandparents about how customer service has changed and you will get a common theme–the soul of service has been removed. Probe a bit further and you learn that “soul” is the spirit of other-centered care laced with … Continue reading
Reframing the Meaning of Service
“It was going to be a fantastic trip to Disneyworld,” said my friend, Bob Parsons at the Washington Speakers Bureau. “We go every year and this year we were getting to make the 13 hour drive. The car was packed, … Continue reading
The Future of the Customer (Next Month)
It all happened in a matter of minutes late one Sunday evening at my desk. I was on-line ordering promotional visors for our new book from Stitch America in Bremen, GA. I had selected the visor color, style, and words … Continue reading
How To Serve As Expert posted on Expert Access
Please check out our guest blog on Expert Access; How To Serve As Expert. Here’s a quick excerpt: It all started with a discussion with a start-up company about how customers assess the quality of the performance of a … Continue reading