During my sophomore year of high school, I met a girl named Julie, who was a senior. We dated for a couple of months at the start of the school year, and as high school dating goes, we eventually got bored with each ...
I recently worked with an entertainment venue that was interested in improving their customer experience. They used a customer survey system for measurement as many organizations do. Going into the last day of the m ...
We live in a world of self-driving cars, viral media, and devices that can respond to voice command from anywhere in your home. In this same world, customer service expectations have evolved as well. As rising gener ...
“The customer is always right.” The phrase is attributed to Harry Gordon Selfridge who operated department stores in London. He is believed to have used it as early as 1909. It is a popular phrase that has surviv ...
Last year while shopping at Lowe’s, I had the opportunity to meet Gordon. Gordon works the lawn and garden section and was an immense help. He asked specifics about what I was trying to accomplish (KPIs) and then he ...
What was it you do again? I was asked this question several times, as I gathered with family and friends over the holidays. Its not that they have forgotten what I do, due to ignorance or apathy. Rather, they hav ...
In their 1993 book, Raving Fans, Ken Blanchard and Sheldon Bowles published what they labeled a “revolutionary approach to customer service.” Yet, almost twenty-five years later, many organizations still s ...
As we are now passed the holidays, I feel that I reasonably discuss something that we all hate—lines. The unfortunate thing is that the retail stores where most of us do our holiday shopping only see long, busy line ...
During my early years of college, I worked for a manager who was full of customer service mantras. My favorite was that, “It’s not rocket science.” After years of research, I’ve learned that she was right. Cus ...
I wrote in my last post about growing up in a small town in Wyoming. I knew kids that rode horses to school, and there were gun racks (with guns in them) in most of the pickup trucks parked in the parking ...
