Are You Creating Take Their Breath Away Experiences?

| | 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 Team Have a Back-Up Process for Service?

| | 0 Comments


 
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.
Great service has great exits!  We all enjoy the convenience 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 waiter seems to have disappeared.  It includes supervisors who can take over for a front-line person who unexpectedly needs to abandon his or her post.  Great exits are the capacity to change delivery channels or get seamlessly[…] Continue…

Innovative Service and the Rules of Combat

| | 0 Comments


Next week we celebrate Memorial Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.
Several years ago Logan Graves posted the “Rules of Combat” out on his website. We filed the clever set of rules away but have recently dusted them off for a fresh look at innovative service. Here are a few of his rules.

The easy way is always mined. There is an adage that goes “only dead fish swim with the current.”  Innovative service seeks the road less traveled in the pursuit of ingenious and novel.  Today’s wired and dangerous customers are bored with pretty good service.
No combat-ready unit ever passed inspection; no inspection-ready unit ever passed combat.  Innovative service is scrappy and provocative.  It focuses on what works, not on what’s […] Continue…

Older Posts»