Fire That Customer!

Fire That Customer!

I was seated at a restaurant table across from a customer who had been extremely rude and loud to his waitress his entire meal. His coffee was too cold, his chicken too salty, the room was too hot, and the waitress was not quick enough. It was darkly staining the...
Take Your Customers on a Walk on the Wild Side

Take Your Customers on a Walk on the Wild Side

The waiter handed us a breakfast menu with the announcement: “The buffet is a much better value than a la carte.” But when he saw my nonplused reception he added, “…but none of our local flavors are on the buffet.” So, what did his announcement really mean? He...
Would Your Customers Label You a Daredevil?

Would Your Customers Label You a Daredevil?

This is my 80-year-old late father on a Go-Kart? “I wanted to show my grandchildren I could be a daredevil,” he explained. It was his label for being unexpectedly adventurous through risk-taking. And risk-taking is the foundation of customer trust. We all live our...
Are You Taking Care of Service Air?

Are You Taking Care of Service Air?

Much of my career has been devoted to promoting a great customer experience. It differentiates organizations from their competition since it is crafted around an emotional connection, not just a functional outcome. If the airline flight lands on time in the right...
Give Your Customers a “Dashboard Special”

Give Your Customers a “Dashboard Special”

Charles Holland worked the soda shop fountain at the Longhorn Restaurant when I was in high school. He called it his dashboard—you know the one at a soda shop all the different flavors you could put in a soda—cherry, strawberry, chocolate, vanilla… He was about to...
Add Sprinkles to Your Customers’ Experiences

Add Sprinkles to Your Customers’ Experiences

“I figured if I was going to make the world a better place, I’d do it with cookies,” said Stranger Than Fiction character Ana Pascal. It is a powerful concept for innovative service. “Sprinkles” is code for any heartstring-plucking surprise that takes service from...