Articles By: Chip & John

Handling Customer Service Emergencies

| Filed As Customer Loyalty | 0 Comments

help-153094_1280The dinner party was super important because of the particular guests invited. It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity! The caterer had delivered over-the-top hors-d’oeuvres, the contracted chef had prepared a perfect meal, and the bottles of white wine were perfectly chilled. Then, disaster struck!

The host opened the first bottle of wine only to discover it tasted like vinegar. A second, third and fourth reserve bottles were all equally unfit to drink. The dinner party would not have the intended ambiance and style without spirits. But, as luck would have it, the wine shop owner was famous for his pull-rabbits-out-of-a-hat service.

“Matt,” pleaded the party host, “I have a major problem.” Matt owned the neighborhood wine store. After a brief conversation, Matt swung into action. He called two of his best wine customers whom he knew lived near the party host[…] Continue...

What Does Time Mean to Your Customers?

| Filed As Customer Centric, Latest News | 0 Comments


The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means. When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means. The measurement of time is a non-existent construct we are taught from the instant we heard, “time for bed.”

Time has become a crucial component of customers’ expectations of “promises kept.” Blame it on FedEx, Netflix or Amazon, the fact is the old prompt is today’s super punctual. Yesterday’s “in a hurry” is today’s “in a flash.”  We don’t fax documents anymore…it is way too slow. We don’t learn about a service hiccup by reading the memo in our morning inbox, we get[…] Continue...

Innovative Service: Serving without limitations


Ramen is a traditional Japanese noodle dish that, well prepared, is a highly desired delicacy.  That is the backstory for the movie, The Ramen Girl.  A young woman finds herself in Tokyo and wants to understudy a master ramen chef who speaks no English; she speaks no Japanese.  He’s impatient and demanding; she works hard to be perfect.  The climax of the movie (without giving away too much) happens when the frustrated chef takes the equally frustrated protégé to visit his mother, the person who taught him to be a great ramen chef.

Creating ramen, the mother tells the young women, is not about mixing ingredients in the proper proportion and cooking the broth at the right temperature.  In order to make a dish that connects your heart to your customer’s heart, you must put your soul into the preparation and presentation, not just your smarts and sweat.  It was a turning point.  The woman lets go of her pursuit of precision and embraced the […] Continue...

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