Tag: customer relationship
How Help Can Be More Valuable than Service
Maybe we should stop talking about serving customers and, instead, talk about helping customers: creating a sense of relationship, eliminating problems, and taking care of what customers need. Here’s how I got started on the... Continue reading
Is Your Service Ivy League or Minor League?
Last week, I met with a client at the Harvard Club in Manhattan. Membership in a university club can be very practical, especially for out-of-towners; the club serves as a well-appointed home-base hotel, providing a... Continue reading
This Is Why Service Requires “I” Contact
The greeter at the door greets you. The barista hands you your drink. The host shows you to your table. The cashier takes your money. The usher takes your ticket and tells you where to... Continue reading
If Words and Tone Conflict, Tone Is the Winner
“Good evening, Ladies and Gentlemen, and welcome aboard our flight, leaving Port Columbus, Ohio, this evening on its way to New York’s La Guardia airport. Our flight time will be one hour and forty minutes.... Continue reading