What happens when PASSION meets PEOPLE

What happens when PASSION meets PEOPLE
You know these people.  Individuals whose passion for what they do simply spills over into every experience they have with their customers. I had the privilege of being around one of these people recently as I toured Angel’s Envy, a locally owned bourbon distillery in Louisville, KY. Meet Allie.  She was our assigned tour guide and boy, did she provide us with a great experience of the distillery she calls a blend of her favorite things. ...

You Will Want to Walk a Mile in “These” Shoes

What do you do when you decide to go on a hike?  You buy hiking shoes.  And where do you buy them?  From people who know hiking. Every now you then you have a customer experience that makes you want to tell someone about because of simply how delightful it was.  And that was my encounter with Van at the Brentwood, TN REI store. I’m truly a novice when it comes to this specific outdoor shoe.  And knowing an all-day hike mean you mus

Customer Experience..London Style

Customer Experience..London Style
During the month of March, any restaurant with a television screen will be tuned in to the NCAA tournament.  And with it, a surrounding crowd pulling for “their” team.   A recent Saturday night was par for the course.  Gonzaga was playing Xavier so we decided to find a fun place to watch and that’s how we came across The Pub.  Picture it…a step back in time as if you are walking along the streets of London.  The menu offered m

Coffee with a Side of Customer Service

Imagine what it is like to work in the Starbucks that sits in the lobby of a hotel near downtown Atlanta.  Can you picture it? Hustle, bustle and lot of customers. I was a guest at this hotel recently and Starbucks was part of my routine 3 mornings as I attended a conference.  That’s where I met Jacob.  You need to know him too. I mentioned this particular Starbucks receives a LOT of traffic and I suspect serves a LOT of coffee.  That pace could fluster

How Chemistry & Flash-Fried Broccoli Create Great Customer Service

How Chemistry & Flash-Fried Broccoli Create Great Customer Service
New restaurants are popping up all over Nashville and it’s always fun to try them out. Such was the case on a recent visit to Jack and Jameson’s Smokehouse. And what a surprise that was in store for us when our server Gibb greeted us. He provided great customer service and even shared the science behind flash-fried broccoli. And that was just the beginning of our fun customer experience at this local restaurant. We were his GUEST. As soon we sat down Gib