In a “carnival-style” retail shop at Disney California Adventure, I found this humorous play on the oft repeated phrase, “Quality Guaranteed.” “Quality Guaranteed” is such an overused statement. It usually is used as a gimmick to get you to go with doing business with an organization. Seldom is it really meant. If I found an … Read moreIs Quality Guaranteed?
Motorcycle engines have all sorts of sophisticated terms and parts. One of them is something called a shift point. A shift point is the best engine r.p.m. at which to shift gears. With most Harley makes, you have six shift points. But at Orlando Harley, their six shift points refer to something else as well. … Read moreHarley Davidson: Six Shift Points of Great Customer Service in Retail
On one occasion when we hosted an executive session for the Society for Human Resource & Management (SHRM), we took a group to visit and go behind the scenes with the Wynn Hotel, Whole Foods, and The Las Vegas Convention & Visitor’s Authority. It was a great experience and they were all terrific hosts! While … Read moreZappos: Would You Hire This Employee?
Recently I was asked to do a program on the future of Customer Service. One of the key concepts I introduced was “Brick Ownership”. What is that? To understand Brick Ownership, you have to see A LEGO Brickumentary. This is not the same film as The LEGO Movie that came out into the theaters a couple … Read moreBrick Ownership
We tell our clients there is a key place where you can learn quickly so much about your brand and culture–the restroom. The cleanliness of the restroom speaks volume about how employees think through the customer experience. It also sends a message about organizational pride. Granted, most restrooms in an office or retail setting are … Read moreHas Your Brand & Culture Gone Down the Toilet?
In the previous post, we spoke about the idea that stand up meetings are needed to keep front and centered important (though not necessarily urgent) conversations that need to be held with your employees. We noted that stand up meetings are brief conversations held daily, focusing on important topics such as improving customer service or … Read moreHow to Host Stand Up Meetings
The other day I noticed the watch of a client: I asked what the watch meant to him. He said it was a gift from his wife, and that it was to remind him to enjoy the present. I’m impressed by the great watches that are available out there. I once blogged about another watch worn … Read moreBeing Present To Win
As my wife and I were driving to SeaWorld one Saturday evening we drove by the newly opened Wawa service station just across the street from the park. There were cars all over. It’s the first to open up here in Central Florida. Governor Scott had come down to the opening only a few days … Read moreWowing at Wawa
Many people know Nordstrom as being one of the best customer-savvy deliverers in the country. And many of those same people have become loyal customers themselves. But because of their very modest corporate culture, few really know what has made this small shoe store become such a major retailer. When we benchmark Nordstrom in our … Read moreNordstrom: The Shoe Fits When It Comes To Great Service