Articles By: Chip & John

Did everyone bring their service greatness attitude today?


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 an ultra-positive/get it done attitude!  Generation Y customers (Millennials) who are an ever-increasingly powerful group of customers are on the prowl for fantastic personal experiences. Making a strong personal connection is 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[…] Continue…

As You Re-open Are Your Employees Making Special Experiences?

 

As businesses reopen their physical locations and customers adapt to the new normal of all kinds of virtual experiences it has become more important than ever before to deliver consistently great experiences. Customers today have higher expectations than ever for their journey with your organization. They expect speedy, frictionless treatment that telegraphs they are valued, special and unique, not just one of the masses.
This level of expectations represents a dramatic shift in what is required to ensure customer loyalty–the stuff of growth and profits. That shift has resulted in customer requirements for value being very out-of-sync with the tried and true methods organizations have relied on for years. When front line employees deliver service that fulfills the customer’s stated needs, they are taken aback when customers give them less than satisfactory grades. When a small gaffe triggers volcano-like customer[…] Continue…

How Has The Pandemic Changed Your Customers’ Journey?

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A man lived right by the railroad track.  For years, the train roared by his bedroom window at two-o’clock every morning.  He grew so accustomed to it that it never disturbed his sleep.  One night no train came through.  The usual train was taken out of circulation for maintenance and a substitute was unavailable.  At precisely 2:00 AM, the man lunged from a deep sleep and exclaimed, “What was that?!”
Customer service can be a lot like the man in the house beside the track.  We take it completely for granted.  We stop seeing the details of our customer’s experience; we cease standing in our customer’s shoes. Processes become a lot like wallpaper to a resident and we become afflicted with a type of blindness that keeps us from appreciating our customer’s world.  That is until something like the COVID-19 Pandemic jolts us into suddenly noticing the unnoticeable.  An important customer leaves angry because we are slow responding[…] Continue…

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