Blog
The Power of Service Clairvoyance
Two weeks ago I visited my long-term friend, Karen, in the Novant Health hospital near Charlotte in critical condition. Mounted on the wall near the couch in her hospital room where my wife and I sat for several hours was a courtesy charging station for cell...
The Halloween of Service
Halloween is coming soon. Kids are starting to think about “who ‘ya gonna be this year,” doorbells and knocks, candles in pumpkins, goblins and witches, bats and spiders, oh my! Parents are thinking about sugar highs, yard decorations, and too many...
Comcast Customer Experience Reinvented!
I have seen the future and it is Comcast. No, really! Comcast is staging one of the biggest brand renaissance comebacks ever. I predict it will be right up there with Apple, GM, Marvel, and Lego. Personally, I would add my favorite, Delta...
Air Conditioned Service
The air conditioning system broke in the little country church we attend when we have a getaway weekend to our North Georgia river house. It was a hotter than normal day, even for the normally cool mountain area. So, the church ceiling fans were turned...
Disrupt Your Competition with Convenience
The following is a guest post by customer service and customer experience expert, Shep Hyken. I believe that that the next competitive differentiator will be convenience, and I’ve written an entire book on the subject, The Convenience Revolution. Offering...
Be a Banjo in Your Symphony Orchestra
Bella Fleck is arguably the greatest banjo player in the world. Winner of 16 Grammy Awards, his amazing repertoire ranges from bluegrass to classical. He made the news in the music world when he wrote a banjo concerto called “The Imposter” and performed it...
National Customer Service Week Friday
Today is Friday, October 5th. National Customer Service Week has been going all week and we have been celebrating great customer service heroes. Our CS hero for Friday serves as the concierge and host extraordinaire for the Park Hyatt in Manhattan—Michael...
National Customer Service Week Hero for Thursday
How would you feel if the grand opening of your new upscale steakhouse restaurant was in the fall of 2008? As your doors were opening, the Dow was falling 3600 points. Discretionary income was suddenly zero. And, your patronage was only 10% of what...
National Customer Service Wednesday Hero
I walked into the restaurant at the Park Inn west of Harrisburg, PA. From the back of the restaurant I heard, “Good morning, how would you like your coffee?” When I said black, the voice warmly responded, “Take any table you like and I’ll have your coffee...
National Customer Service Week—Tuesday’s Hero
Here we are at Tuesday of Customer Service Week, 2018 and I want to celebrate my travel agent. Georganne Mires at Colwick Travel in Dallas has been my travel agent for over twenty-five years. When my friends chide me about why I don’t save tons of money by...
National Customer Service Week—Monday Hero
Today is Monday, October 1st. National Customer Service Week will be this week--October 1-5. Over the next five days, we will celebrate heroes who deliver over-the-top innovative service. And, I start with a master shoe repair person—David Cooper! I took...
Keeping Customer Experiences New and Shiny
I bought a new pontoon boat two weeks ago! Actually, I traded in my old pontoon boat for it. It’s not really brand new since it is a used boat with low hours (that’s boat talk for low mileage!). But, it is still new to me. And, I have driven it every day I have been...
Are You Your Customer’s Tickler System?
My passport expired. It expired four days before I was to fly to Toronto for a keynote. But, that’s not the bad news. The “omagod” side is I did not discover my oversight until the day before my flight. The good news is I was able to contact a pricey...
Give Your Customers Daily Affirmations
“You is kind, you is smart, you is important.” These were arguably the most powerful words spoken in the hit movie and best-selling book, The Help. The words were spoken every day by nanny Aibileen Clark (played by Viola Davis) to the little girl she lovingly watched...
Don’t Make Customers Lie On their Backs
I recently had eye surgery that required me sleeping on my back for two weeks following the operation. I always sleep on my side…ever since I was a kid. My back-sleeping attempts are so challenging I am never able to nap on those U.S. to Europe flights. I usually end...