Tag: service
Which Environment Is Being Improved, and Who Really Benefits?
Twice in the past month I’ve stayed at hotels that asked me to participate in new, eco-friendly programs with names like “A Green Choice.” And twice, I agreed to do it, because of the promised... Continue reading
The Devil’s in the Details. For Customer Loyalty, You Need to Be There Too.
How can you apply enough of the right kind of attention up and down the hierarchy to ensure a seamless customer experience? Pre-Covid, I stayed at a major hotel chain in New Orleans for a... Continue reading
Your Complaint Was Refused? No Surprise, They Don’t Care
If an employee ever says the equivalent of, “Please don’t tell me about your problem; I really don’t want to know,” you can be sure that the organization has bigger problems than the one you... Continue reading
Is It Time to Shake Up Shake Shack?
How does the chain break in chain service? Danny Meyer would not be happy with this story. The famed New York City restaurateur and Shake Shack founder has explained that his business strategy is “built... Continue reading
Who Needs Attention, and Can I Get a Quality Latte with It?
The other morning, I was feeling cranky, unfocused, and unproductive -- the perfect situation for coffee. Sadly, I haven’t been allowed to have caffeine for a couple of years, on doctor’s orders, and I miss... Continue reading
How to Make Exceptions When Real Life and Policy Collide
My friend recently shared a story about a striking customer experience after she accidentally left her wallet at a meeting. When I showed up to claim it, the receptionist asked: “Do you have photo ID?”... Continue reading
Stop Swinging the Service Pendulum
“Why can’t we keep our customers happy?!?” a CEO called out during a meeting with his department heads. “Just take care of the problems! What’s the big fuss?!?” And he meant it. But that was... Continue reading
Which Kind of Helper Would You Rather Be?
One day last week, in New York City for meetings, I was waiting in line at a subway MetroCard machine, and noticed that the woman behind me was practically vibrating with anger and frustration. Technically,... Continue reading