I love sharing positive customer service stories. Unfortunately we often witness many poor service experiences so when a good one comes along I think we need to talk about it. I recently spent some time at the Marcum Center on the campus of Miami University. I’ve been there several times and someone there knows it.Continue reading “Do you have a customer service secret weapon?”
Category Archives: Customer Experience
Remarkable Service is Defined One Degree at a Time
Let’s face it. Dining out is entertainment. Enjoying a nice meal with friends or family is a great way to spend the evening. While the company you keep is critical, the environment and service will either make or break the experience. I love meeting service professionals who simply do their job well. You can spotContinue reading “Remarkable Service is Defined One Degree at a Time”
Service Recovery: It Always Starts with the Right Attitude
Meet Steve Camp. If you don’t know him yet, you will want to after reading this story. I recently hired Steve (Steve Camp Construction) to install tile floors in several rooms of my home, including the bathrooms. The last items on the punch list for completion involved reconnecting the toilets in the house. So picture it. Continue reading “Service Recovery: It Always Starts with the Right Attitude”
Is Your Customer Experience Accidental?
Here’s a question to ponder: Why do some companies seem to ebb and flow almost effortlessly in customer interactions and others get tangled up with difficulties and frustrate customers? I recently bought a MacBook Air (yep, my world is changing) and I was amazed how smoothly the Apple team took care of and walked meContinue reading “Is Your Customer Experience Accidental?”
Playing the Name Game…and Why It Matters
I love sharing great examples of customer service. I was visiting a new client in Foley, Alabama recently. When I arrived at the hotel (a Holiday Inn Express), Meg, the front desk representative went about the normal check-in process with me. When I told her my name, she said she had wondered when I wouldContinue reading “Playing the Name Game…and Why It Matters”