A couple of years ago I was speaking at a conference for university facility managers and learned something new: most students make their decision to attend a school within the first hour of their visit to the campus. I was interested in the topic both personally and professionally at the time, as both of my…
I was in the retail store of a well-known computer company. Working with a store associate I quickly found what I was looking for. When I asked the young man helping me where to pay for my purchase (no check-out lanes in this high tech environment) he asked me if I had the “app” for…
Walking out to the supermarket with a bag in each hand, I felt “pain” as I took a step. It was like a snap in my foot and PAIN, like a pinch – ouch! I got to the car and drove home. My foot was swollen and it hurt–especially if I put any weight on…
At the present, most customers are a bit overwhelmed with choices. Think for a minute. When we want to buy something, go on a trip, stay at a hotel, get a new dog, new barbecue—what do we do? Most of us go online to check out reviews of what others have done and recommend. It…
Customer Service—it is found in every industry, every company, every person’s job, at every moment. If you don’t deal directly with the external customer, you interact with and serve your internal customers throughout the day. What I love the most is when people get it—when they take pride and ownership in what they do, and…
When clients ask me to help them with customer service issues, they are often surprised (and a little annoyed) when I ask them a question about what business are they really in. Now I’m not trying to be difficult, I’m just trying to help them identify—at an emotional level—the specific need they are satisfying with…
With all of the changes going on in the airline industry over the last few years, it has definitely been more the exception rather than the rule when getting great service while traveling. However, I had a pleasant surprise a few months ago while traveling back home on United Airlines. Once everyone had boarded the…
I travel a lot, and in my travels, whether for business or pleasure, I try my best to stay in the same hotel chain. Why? Because I know what I’m going to get. Similarly, when I’m traveling overseas, I actually look for a very recognizable quick service restaurant chain. Why? Because I know what I’m…
Picture clothes shopping with a 13-year-old. But first some background: He has worn only basketball shorts and jerseys as his “uniform” for a few years. Nothing, except his school dress code, could pull him away from those awful clothes. (And did I mention that he was 13?) That was the task I faced as I…
If you want to drive great external customer service start by providing great internal customer service. Last week, I was invited to Orlando to deliver a speech at one of the Disney resorts. I had been working and traveling all week and showed up at 11:00 p.m. I was greeted at the car by Loren,…