Three Faces Of Customer Service
What is the face that your customer service staff shows the public? Do you know? Service Taking Flight On a crowded morning flight from Long Beach airport back to JFK, two flight attendants, Shelly and...
View ArticleWhy Service Requires “I” Contact
The greeter at the door greets you. The barista hands you your drink. The host shows you to your table. The cashier takes your money. The usher takes your ticket and tells you where to go. Each of...
View ArticleIs Your Service Ivy League or Minor League?
Last week, I met with a client at the Harvard Club in Manhattan. Membership in a university club can be very practical, especially for out-of-towners; the club serves as a well-appointed home-base...
View ArticleDon’t Paper Over the Reality of Customer Experience
You’ve probably seen that embarrassing Seinfield episode (weren’t they all?) when Elaine is in a public restroom and realizes that there’s no toilet paper in her stall. If this has ever happened to...
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Please Stop Sending Me Annoying Emails Like These!
I’m used to receiving prospecting emails from companies that claim they’ll lift response rates, help me be more productive, and provide other kinds of help to a small business like mine. But sometimes...
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