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The moment when a person or thing is ut to the test. In customer service context, “Moments of Truth” was coined by Jan Carlzon of SAS Airlines to mean those moments when an employee interacts with a customer. That point of interaction could have significant impact on the customer’s impression of the company.

Park Resorts Innovates

Some times a totally different approach to a problem delivers a winning solution. In the hospitality industry one of the major challenges is maintaining reasonable standards with lower skilled jobs.  In food service, bussers, and dishwashers and in lodging, housekeeping staff are in this category.  Poor service delivery can have a negative effect on customer experience.  We’ve all checked into hotel rooms … Read More

Disney Does it Well

Most people that go to a Disney theme park have a good, sometimes great story to tell.  In reading the book “Enchantment: The Art of Changing Hearts, Minds, and Actions” by Guy Kawasaki, I read a personal story in which the individual tells of a situation in which a Disney employee “enchanted him for life.”  This prompted me to tell my little … Read More

Lessons from Pike Place Fish Market

The Pike Place Fish Market in Seattle, WA is famous for WOWing people.  This is the fish market that is famous for throwing fish.  It’s a little bit of theatre and a must do on most Seattle visitors’ itineraries.  This is a company worth emulating and it is easy to learn from John Yokoyama’s great company.  He and long time business coach … Read More

Did You Miss an Opportunity to WOW

I will start with what I consider a missed opportunity.  A young woman, let’s call her Stephanie, has drawn a name for a company gift exchange.  The individual she draws if British so Stephanie decides to put together a gift basket and include some English tea.  She goes to a shop for the tea, and after she gets it home … Read More

Are you Saving any Money?

I’ve noticed that some retailers are seriously understaffed.  I have gone into stores with the intention of making a purchase and left without the item(s) I needed.  I was unable to find the item and was also unable to find any help on the floor.  A few years ago when the economy was very strong it was hard to find staff.  Today, since … Read More

Make Your Computer Stop Calling Me!

     I have a computer that keeps calling me.  The dealer that I purchased my last vehicle from has an automated system to remind customers to bring the vehicle in for service. The system generates a phone call and a pleasant recorded voice tells me that my vehicle is due for service and please call this number to book an appointment. … Read More

Little Things

The only way to get out of my community is to go north. We have a Provincial Park to the south which is a wonderful feature for residents but it cuts off access to and from the community to the south.  There is a community strip mall which is located south of my home. It’s a fairly typical retail center … Read More

Jumping to Conclusions

Here is an incident that illustrates the importance of finding out what a potential customer needs before you offer your “best selling point.” On a fine sunny Sunday afternoon we were touring a parade of homes. Each builder was showcasing what they felt was a great example of their craftsmanship and expertise. In each home we were greeted by a … Read More