Articles By: Chip & John

What Service Time is Acceptable to Your Customers?

| Filed As Customer Expectations | 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.”
We all know that today’s wired and dangerous customers live in a 24 x 7 x 365 day “wired” world where they can access at the speed of the internet what they want, when they want it and how they want it. If your organization is not focused on meeting these service time expectations customers are quick to leave for one that can.
Time has become a crucial component for customers’[…] Continue…

Are You Creating Take Their Breath Away Experiences?

| Filed As Take Their Breath Away | 0 Comments

Ramen is a traditional Japanese noodle dish that, well prepared, is a highly desired delicacy.  That is the back story 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 woman, 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 let go of her pursuit of precision and embraced[…] Continue…

Does Your Service Menu Meet Your Customers’ Expectations?

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Menus can tell you a lot about a restaurant.  Some menus have limited choices; some have way too many.  Many have rules like “no substitutions,” “salad bar extra,” or “breakfast only served until 10:30 am.”  Some show you pictures of their featured meals; some have crazy entre names like “Whoopee burger” or “Don’s Big Mess.”  There are restaurants that communicate what they think of young guests by the size of their “children’s menu.”  Some laminate their menus giving you the distinct perception they are not changing with customer desires.
Customers today evaluate their experience in part by your service menu—the number of choices and options you provide.  Their expectations are way up. They expect you to provide what they want, when and how they want it. If you are not offering customers multiple communications choices and multiple channels to complete their journey with your organization […] Continue…

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