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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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The culture of tomorrow, begins with the people you hire today. The hiring process gives clues to potential employees as to what your culture is like and who you hire will be a reflection of how your employees ultimately treat your customers. Looking through the lens of the job applicant, HR has several opportunities to […]
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  Guests tell Disney that the least favorite part of their theme park experience is the” wait in line.” Over the years, Disney has tried to mitigate that part of the ride process. They started with creating the queue in a snake-like design to let guests talk to other guests they passed to make the […]
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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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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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Last week, I was scheduled for my regular 6 month teeth cleaning. I was reminded of this appointment with a call from Barbie, the receptionist, who confirmed the 10:50 a.m. appointment. No appointments are scheduled on the hour or half hour as the practice has found patients are more apt to remember and be on-time […]
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Following are the top 4 reasons why the implementation of a culture of  world-class service excellence is not sustained: 1. The effort feels like a program rather than a process.  A “program” makes people believe that if they go through the motions and patiently wait it out, it will soon be replaced by something else. […]
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