Have You Created a Great Service Exit?

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The opening keynote was preceded by the safety briefing for the large banquet hall attendees.  It was the usual “in case of fire” cautions and instructions.  It dramatically and clearly called attention to the exit signs over the doors completely invisible in an otherwise “take it for granted” perspective. The flight attendant on the airline does the same “notice the exits” speech before every flight. Every movie at the theatre asks the audience to “please find the nearest exit in case of an emergency” before the main feature begins.
Great Service Has Great Exits
We all enjoy the convenience as well as speed of self-service and automation…when it works. But, if we are caught inside with a less than satisfactory experience, we need a great exit.  Great exits include cross-trained wait staff able to swing into action when your server seems to have disappeared.  It includes supervisors and managers who can take […] Continue…

If Customers Characterized Your Service as a Mode of Transportation, What Would They Choose?

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It all started with a party game…
Those funny “what if” social games that get sillier with late night exuberance and adult beverages. “What fruit would they be if all pharmacists were a fruit?” asked one guest, a deeply serious pharmacist. “If lawyers were farm animals, which one would they be?” teased another guest, targeting his attorney friend. Chip popped the obvious question–if customer service was a mode of transportation, what would it be? It yielded a few interesting, yet provocative, answers.
“Service should be a limousine,” one guest commented, “helping important people get what and where they want.” “I think a jeep,” said another, “since today’s customers have to traverse some challenging emotional terrain with all the self-service to which they are subjugated.” There were wild suggestions of golf carts, jet planes, and motorcycles. But, the one that prompted the most interesting[…] Continue…

What does your attitude convey to customers?

man holding two papers - one with a happy face and one with a frowning face
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You are in complete control of your attitude.  Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future.  The book has sold over 10 million copies.  Camp survivors did not let their cruel guards determine their attitude toward life.  While they had no control over their physical fate, they did have total domination over how they emotionally viewed their fate.
Customers love service people with a positive attitude!  Generation Y customers (Millennials) who are an increasingly powerful group of customers are on the prowl for great personal experiences. Making a strong personal connection is a key for attracting and retaining these folks. It takes a great attitude to establish the kind of connection millennials crave. Millennials are also quick to judge the experience you provide and quick[…] Continue…

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