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I recently read the controversial “Battle Hymn of the Tiger Mother” and as many, my attention was caught by the story the mother, a Yale law professor, Amy Chua shared regarding her parenting style. As she relates, her family had forgotten it was her birthday and at the last minute they took her to the local Italian restaurant that she characterizes as mediocre at best. After they order, the father announces that their 7 year old daughter Lulu has something for her and presents her with a handmade card. It is evident that the card was prepared quickly as it was not carefully folded and had only a picture of a smiley face on it. To the horror of all, Chua announces “I don’t want this”. She then adds that she expected to receive a drawing that Lulu had “put some thought and effort into.” Throwing the card back at her daughter, she told her, “I deserve better than this. So I reject this.”
Chua continued on telling her daughter that she had been very good mother to her and felt she should have taken more time in her preparation and drawing to show her appreciation back to her mother vs. a quickly scribbled picture just to give her something.

As customers, how many times have you felt like this? That the business just wanted to get you in and out? That there was no time and effort into making you feel appreciated for giving them your business? That they had done no preparation in distinguishing you from other customers and wanting to make you feel special?

What is the culture of your organization? Do you have the Tiger Mom mentality to ensure your employees are delivering the very best they can? Check out my recent video clips on http://www.youtube.com/watch?v=GRFSdEkcIrA to see what leaders need to make certain are a part of their culture to have customers never say “I deserve better than this. So I reject this.”

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One Response Comment

  • Jim Matorin  February 3, 2011 at 11:34 am

    >Somewhere along the way we lost the word service in the term customer service. When I think about it I cannot even remember the last time I had a good customer service experience in the last year. I mean I did not even get a Christmas Card from AMEX this past year.

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