Tag Archives: Service recovery

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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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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“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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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

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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

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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

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