Are Your Departments Partnering to Deliver Great Service?


Copyright: floralset / 123RF Stock Photo
Customers are different today! Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service! The kind of service that takes the customers’ breath away! If we can consistently deliver this kind of experience the payback is huge!
Recent research concludes that since 2009, customers are valuing an “average” experience less and have even less patience for variability in delivery. In addition, companies that experience inconsistency challenges often expend unnecessary resources without actually improving the customer journey. Making additional investments to improve the customer experience without tightening the consistency of experience[…] Continue…

How Leaders Impact Service Quality


The new billboard proclaimed the El Casa de Adjetivo on 2nd Street as having the best Mexican food in town.  We had driven by the restaurant many times but never given it a try.  We are major fans of great Mexican food—not the fast food type, but the kind that tastes imported directly from Monterey.  So, into the restaurant we went.  The ambiance was nice; real Mexican music was playing in the background.  Our waitress greeted us with menus and a warm welcome.
However, the great experience ended almost as soon as it began.  My wife ordered a glass of Chablis.  When the waitress brought Chardonnay and my wife complained, the friendly retort was, “Sorry, I picked up the wrong bottle.”  We both ordered extra beans but no rice.  And, we both got rice.  My wife had to ask twice for a glass of ice.  I ordered a side of fresh cut, raw, super-hot jalapenos, and not pickled ones.  You can guess at this point what I was served.
When we paid our […] Continue…

Do You Take the Opportunity to Make It Right?


My mother passed away about 18 months ago. One thing I remember about my mom in her later years was how much she enjoyed receiving flowers on special occasions. When she was about to celebrated her 90th birthday I sent her a special arrangement of flowers the week before her birthday! Obviously a very special time and a time for great celebration! I have enjoyed great service and great flowers from Capitol’s Rosemont Gardens in my mom’s hometown for many years so I ordered a “deluxe arrangement” with a “Happy Birthday” balloon via the internet.
My mom typically calls me when she receives flowers so I was not surprised when my cell phone rang early the day after the flowers were delivered. She thanked me for the lovely flowers and then told me they were beginning to “droop” after 24 hours. She was surprised given who delivered the flowers and I assured her I would call the florist as soon as I finished my client meetings.
I called Capitol’s[…] Continue…

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