Put A Smile In Your Voice
The image below is a relic from my first out-of-college job with the Disney Company. A page from a "While You Were Out" message pad. (I re-discovered this as a bookmark in my copy of George Orwell's 1984). I [...]
Delivering Customer Service at Hooters
On Saturday I had hot wings and a beer at a Hooters restaurant. For those of you not familiar with Hooters... They are a US-based restaurant chain best known for their hot buffalo wings and Hooter Girls - attractive waitresses dressed [...]
Forget The Extra Mile, Just Go The Extra Steps
We want great experiences from those with whom we do business. Our customers want the same from us. However, sometimes our focus on "going the extra mile" for our customers causes us to neglect the basics. For example, Starbucks Coffee has [...]
New Seasons Market, The Best Fine Print… Ever!
Once in a while you come across a business that "gets it." They just get how to make their customers happy. They cut through the red tape and bullroar because it just makes sense to put people first. A remarkable example [...]
M-I-C… K-E-Y… T-H-O-N-G: A Brief About Being Brand Appropriate
This past weekend I visited Disneyland Paris. [Fig. 1 - Sleeping Beauty Castle]In addition to themepark attractions and constant entertainment while browsing the merchandise/souvenir stores... among the mugs, hats, and shirts I came across the display pictured below... [Fig. [...]
Don’t Make Your Customers Think
When was the last time you walked through your business, store, location, or website with the perspective of a customer? I'm not talking about looking for dirty spots on the floor or burned-out lightbulbs. I'm talking about walking thru with the [...]