Blog
Surprise Your Customers with Hidden Treasure
We had our granddaughters visit one weekend at our lake home. There is absolutely nothing more jarringly creative than a nine-year-old or more innocent than a seven-year old. Grandparents wonder why their grandchildren can’t stay “puppies!!” One morning we decided to...
It’s Not Easy Being Green
Kermit the Frog (a.k.a., Jim Henson) sang an insightful song on both Sesame Street and The Muppet Show—“It’s Not Easy Being Green.” It could be about remarkable service. Some of the lyrics (written by Joe Raposo) go, “But green can be cool and friendly-like; and green...
Build Customer Loyalty through Participation
“Dinner on the ground” was code for participation in small towns in the South when we were growing up. While this event went with all family reunions, its most special form of community occurred after certain church services. “Dinner on the ground” was a super event...
Share Your Customer’s Affinity
Welcome to October! It's the month of beautiful autumn leaves, crisp air, and pumpkin spice everything. It's also the month we celebrate National Customer Service Week (October 5-9). Today, I'm continuing my countdown to the big week offering my next tip designed to...
Service Choreography
My wife and I grabbed a quick weekend in New York City. After arriving at The London NYC hotel on Friday afternoon armed only with advance tickets to a Friday night and Saturday afternoon play, we went straight to the hotel concierge! We needed help with dinner...
Are We Having Fun Yet?
Warning: Crude language ahead! Today, we continue our count down to National Customer Service Week with this great example of winning customers' loyalty through humor. Michael Dubin used a wacky YouTube video to introduce his company, Dollar Shave Club, to the world....
Celebrating National Bottom Line Week?
Alright! Now that you know what we're really celebrating here on the blog for the next two weeks let's get on with number 10 in our countdown of National Customer Service Week tips. Give 'em Your Best How would you feel if the grand opening of your new upscale...
The Egress of Service
Most every bridge in the country has the sign, “Bridge freezes before road.” The reason for the warning is grounded in the fact that every side of the bridge is exposed where only the surface of the road is exposed. And, bridges are often constructed of steel and...
Cirque du Service
Cirque du Soleil performances are like sprinkles…they touch you in an emotional way and with a kind of whimsical flair. They make you want to eat the icing and skip the cake. Analyzing the magic of a Cirque du Soleil can be in very instructive in what it can teach us...
Sprinkles as Invisible Service
This photo is a powerful symbol of service invisibility. Here’s the back story. Luxury hotels of yesterday were concerned about protecting guests’ privacy. Housekeepers never wanted to disturb. During the wee hours of the morning, housekeepers leaned a broom straw...
The Egalitarian Delight-Maker
When famed anthropologist Margaret Mead first visited Samoa in the South Pacific, it led her to write in the preface of her book Coming of Age in Samoa, "Courtesy, modesty, good manners, conformity to definite ethical standards are universal… It is instructive to know...
The Kaleidoscope World of Innovative Service
We have a coffee table with three antique viewing devices displayed. There is a magnifying glass, a set of opera glasses, and a kaleidoscope. It is always interesting to watch which apparatus our three granddaughters will enjoy when they come for a visit. Let’s just...
Innovative Service is Super Comforting
Tabby was a new kitten to the neighborhood. Escaping from her brand new owner’s side porch one afternoon, she climbed to the top of the tallest tree in the area. Neighbors advised the owner to let Tabby come down on her own. But after a night in the tree, the young...
Innovative Service: Making Your Mark
My nephew came home after his first semester at college sporting a brand new tattoo on his ankle—the Greek letters of his new fraternity! He was very proud of it and eager to show it off. Despite the wintry conditions of the Christmas holidays, he refused to wear...
Innovative Service as a “Jack-in-the-box”
There is something magical about a jack-in-the-box. First, the toy is always colorful. Most make happy music as you wind the crank. But, the coolest part is the fact that you never know exactly when the “jack” is going to pop out of the box. What makes this toy such...