After many months of work, an artist finally finished his masterpiece. The painting depicts a man waiting outside a door late at night, holding a lantern to illuminate his way. The artist was pleased with his work and entered a worldwide art competition.
Read MoreOn July 20, 2015, The Wall Street Journal reported the disappointing quarterly results for Whole Foods Markets, a natural-foods grocer. Sales at established stores rose 1.3% in the three months ending July 5 – its weakest growth since 2003 (WSJ, 7/30/15, p. B1). The main explanation for the modest sales growth was the increasing competition from mainstream retailers now stocking local and organic food. However, pointing the finger at increasing competition may mask the real reason for the modest sales growth at Whole Foods.
Read MoreThe hospitality industry has a common rule of guest interaction called “The 10-5 Rule.” Within 10 feet, the employee visually greets the guest by making eye contact accompanied by a slight nod and smile. These visible actions demonstrate to guests that they are acknowledged. As the employee and guest draw closer, the employee provides a warm, positive, and upbeat greeting within 5 feet of the guest. A warm, positive, and upbeat greeting can be as simple as “Good Morning”?”
Read MoreRecently, while having dinner with my wife at a relatively upscale restaurant, I asked for some bread for the table. The waiter, without hesitation, responded, “No worries,” and left to retrieve a fresh loaf of bread—or so I thought.
Read MoreThere is an enemy among us. It compromises our relationships, results in lost business, produces poor quality, and leads customers to be confused, angry, and want more. The enemy is “okay,” and it is alive and well in our marriages, friendships, businesses, governments, schools, and even in our churches.
Read MoreEach day, we hear the word “love” spoken in many different forms and in many different contexts. Southwest Airlines speaks of “Luv” with airline vouchers, customer service and their NYSE stock symbol, “LUV.” For Subaru, “love” means being more than a car company. “The Subaru Love Promise” is their vision to “show love and respect to all people at every interaction with Subaru.”
Read MoreToday, a customer called me on the telephone, and he was in pain. He complained about tension, stress, and worry.
I prescribed a family vacation at the beach.
Today, a customer e-mailed me, and she was tired. She complained about her workload and lack of quality time with her family.
I prescribed a family vacation in the mountains.
Read MoreToday, your customers will ask questions. Some questions will be in person, others in an e-mail or over the phone, and many questions through “chat” or on social media.
Rest assured, your customers will ask questions. Lots of questions!
Read MoreHello Everyone,
Take a moment from your busy, busy schedule to reflect on what is truly important ... today.
* * * * *
Today, you probably have a great deal to accomplish:
At home - shopping for that anniversary present, fixing the closet door, dropping the kids off at school, watching that much anticipated television program, reviewing your budget, spending time with the family, calling a friend, returning some mail, reading the newspaper, checking e-mail, and getting ready for (or getting rid of) company.
Each day, we hear the word “love” spoken in many different forms and in many different contexts. Southwest Airlines speaks of “Luv” with airline vouchers, customer service and their NYSE stock symbol, “LUV.” For Subaru, “love” means being more than a car company. “The Subaru Love Promise” is their vision to “show love and respect to all people at every interaction with Subaru.”
Read MoreOver three years ago, I sent the following anonymous story to my colleagues with mixed results.
Many people cried; some people said nothing; a few wrote to relate how this story gave them a new perspective on life, and one person vowed never to take any chance meeting for granted.
Read MoreRecently in a rather upscale restaurant having dinner with my wife, I asked for some bread for the table. The waiter without hesitation responded, “No worries” and left to retrieve a fresh loaf of bread. Or, so I thought.
Read MoreIn the hospitality industry, there is a common rule of guest interaction called “The 10-5 Rule.” Within 10 feet, the employee visually greets the guest by making eye contact accompanied by a slight head nod and smile. These visible actions demonstrate to guests that they are acknowledged. As the employee and guest draw closer, the employee provides a warm, positive and upbeat greeting within 5 feet of the guest.
Read MoreThere is an enemy among us. It compromises our relationships, results in lost business, and produces poor quality results. This enemy leaves customers confused, angry, and wanting more.
The enemy’s name? “Okay.”
[It's your first day on the job. After completing the necessary HR paperwork, you gather in a large conference room with other new employees. You find a seat, reshuffle your paperwork, and say hello to the person next to you. You take out your new company notebook and begin to write some notes, when someone in the front of the room interrupts your thoughts to make an announcement that the President of the company has arrived. She would like to welcome you to the company and say a few words on leadership.]
Read MoreOn July 20, 2015, The Wall Street Journal reported the disappointing quarterly results for Whole Foods Markets, a natural-foods grocer. Sales at established sores rose 1.3% in the three months ending July 5 - its weakest growth since 2003 (WSJ, 7/30/15, p. B1). The main explanation for the modest sales growth was the increasing competition from mainstream retailers that are now stocking local and organic food. However, pointing the finger at increasing competition may be just masking the real reason for the modest sales growth at Whole Foods.
Read MoreOn the morning of January 24, 2013, Kerry Drake was flying home to see his dying mother. The last-minute flight would get him there in time to see his mother only if the entire schedule was on time, and allowed a 40-minute connection.
While flying on the first flight segment, Kerry received an update from the airline captain that the flight would arrive late. He realized at that point, he would miss his connecting flight and would not be able to make it to his mother's side in time. Kerry, sitting in his airline seat, started to cry uncontrollably.
As consumers, there are many things we like to hear. Those catch lines or phrases that draw our attention; with our wallets and pocketbooks not too far behind:
This past week, two articles in the Wall Street Journal caught my eye. One article highlighted the NBA’s new emphasis on enhancing the season ticket holder’s customer experience with special promotions and public recognition. The other article analyzed Wal-Mart’s recent decision to sweeten their bonus program for hourly and long-term employees. It appears that employee morale has been slipping lately at Wal-Mart, and the hourly bonus program is going to motivate more smiles and better customer service.
Read MoreEarlier this week, I brought my Infiniti I30 in for service at the Infiniti dealer. My car, purchased on my birthday in October 1999, now has over 145,000 miles on it. It has performed very well over the years. Outside of normal maintenance issues, I have had little concern that when I turned the ignition key, the engine would start. When I pressed on the gas pedal, the car moved; and when I pressed on the brake, the car stopped – pretty simple and straightforward.
Everything was okay … until just a few weeks ago.
