> Are you easy to do business with or are you difficult to do business with?  The processes that organizations create for their customers to buy from them or communicate with them, many times makes the customer experience such a negative, that the customer goes somewhere else next time. For example, when was the last [...]

> This past week while shopping in downtown Chicago, I got to experience once again why Nordstrom’s stays on top of the companies known for their world-class service.  Yes, they have an incredible return policy I hear, but what wowed me this visit was “three little things”. 1.  The floor rep in the women’s department [...]

> Most everyone dreads the long wait in line to receive a product or service.  Some people will just leave when they see a long line and if possible go elsewhere.  Whether its waiting in line for a theme park ride, buying a computer, getting an oil change, eating dinner at a favorite restaurant, most successful [...]

>Where did being courteous to a customer go?  This past weekend attempting to complete some household projects,  I encountered employees in different businesses who really didn’t seem to care one iota about me as a customer and how I felt about them and their company. It started with the computer store.  After spending a nice sum [...]

> Companies that have service standards are not strict and rigid.  Companies that have service standards are not stifling creativity in their service delivery.  Companies that have service standards are not restricting innovation in the customer experience.  Service Standards are empowering and make the job of the employee and the manager so much easier.  Why?  [...]

> Reflecting on this past Fourth of July weekend, there were several moments that caught my attention that I believe exhibit the values and actions of great customer service. The first was the Casey Anthony case.  Such coverage, such a spotlight, not only on the judge, attorneys and Casey, but also upon our local Orlando [...]

>Did you know that more people now visit Apple’s 326 stores in a single quarter than the 60 million who visited Walt Disney Company’s four biggest theme parks last year? According to the Wall Street Journal, Apple is a pioneer in many aspects of customer service. Sales associates are taught an unusual sales philosophy: not [...]

> “Tires ain’t pretty” proclaimed the television commercial that played so long in Central Florida.  I had to buy a couple new tires last week.  Not fun, but you got to have them!   Someone recommended Tire Kingdom in Altamonte Springs, Fl. so that’s where I went.  (The power of referrals!) Great experience from start to [...]

> I took my car into a transmission shop for work. Usually the office where you check into for auto work smells oily, is dirty, old magazines, uncared for, etc. This place had fresh flowers in a vase, a small desktop fountain, immaculate floors/counters, and smelled good. I made a comment to the gentleman writing [...]

> I have a fan in my master bedroom that came with the house when we bought it 10 years ago.  Over the years, it has stopped working a couple of times and in each instance, I have called Henry’s Electric company.  Scott Henry, the son’s owner, has always made me feel that this fan [...]