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  Walt Disney World recently did the unthinkable:  they closed down the Magic Kingdom theme park at 4:30 p.m. and then reopened and rolled out the red carpet.  The reopening was not for famous celebrities or kings and queens, but for their own longtime cast members. There is great value in longtime employees; they know […]
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  Chick-Fil- A knows it’s the little things that build customer loyalty. So, they have created a new advertising campaign promoting the little things they do to show they really do care about their customers.One ad is about a Chick-Fil- A employee who saved the $3.00 change that a drive -up customer forgot to get […]
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  I live in a home with a lot of windows and have lived here for almost 17 years. About 15 years ago, I found a window washing service that I liked and since then have only used this small company. There is actually an emotional connection between myself and A Perfect Services. What differentiates […]
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I have just spent the last half hour trying to complete an online form for my healthcare insurance company to change all my passwords as they sent notice that they have had a breach in their systems. Feeling they were being proactive in sending out this email and appreciating their honesty and transparency in notifying […]
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  What is the secret to staying in business? Knowing that loyal customers are golden!  J&L Hardware owner Larry Finley will tell you 3 things that have allowed him to continue serving customers for over 50 years. While other hardware companies have been swallowed up by the big box discount stores, his store has remained successful […]
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  Last week I had to hire two different service repair companies to fix broken appliances in my home. One company, I will never hire back and will never recommend to my friends.   The other company, I have already told three acquaintances and have hired them to come back and do another project in my […]
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Today, I have a guest blogger who shares my passion for service excellence, and also like me, studied Philip Crosby’s approach to quality management back in the 80’s. Today, Gautam Majatan, based in India, has looked to implement many of the Quality tools that were used to improve quality back then, to redirect those tools […]
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  There is something that companies known for their world-class customer service do that other companies don’t. It is what inspires customer retention, it is what reinforces customer loyalty. It isn’t hard to do, but it takes a commitment and awareness by every employee in the company. That “something”, that critical ingredient, is having a […]
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