Harley Davidson: Six Shift Points of Great Customer Service in Retail

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 more

Making People Feel Special

A fundamental human truth is the need to feel special. What are some ways to accomplish this? By taking additional time to hear someone’s concern. Acknowledging in writing specific things they have done well. Keeping difficult-to-keep commitments. Bypassing given policies and procedures to take care of a greater need. Rewarding and recognizing the contribution of … Read more

Celebrating Guest Service at Disney

Celebrating Guest Service at Disney

One of the best benchmarks for great customer service are the Disney theme parks. This year Disneyland celebrates its Diamond anniversary. In commemorating this 60th birthday, I will be posting 60 ideas for improving customer service in your own organization. You can find the first article here. It focuses on providing Guest Service, not just customer service. You … Read more

The Golden Rule & The Platinum Rule

A few years ago I found myself outside the hospital walking past this presentation. Following the name of the hospital, the sign says: “For our Non-Smoking Patients, Visitors & Staff “If You Must Smoke Please Move Further Down The Sidewalk To The Seating Area “THANK YOU” If you look further on, you can see that … Read more

That Alternate Universe Known as Entitlement

A couple of months ago, I took my daughter to a hospital that out of the kindness of my heart I will not name. It is a prestigious hospital being well known nationally. Yet it was a disappointing experience. We had driven two hours to see a particular specialist, only to have that individual replaced … Read more

You Can’t Buy This Kind of Publicity

It seems that organizations are in the news for good and bad. From Boeing to the U.S. Post Office, there seems to always be a bad headline in the paper. Organizations spend countless millions trying to mitigate such negative press while arming PR folks to spin the bad and counter with the positive. And yet … Read more

What Makes Sammamish America’s Friendliest Town?

Forbes Magazine has named Sammamish, Washington as the friendliest city in America. With a population of 46,700, this bedroom community to Microsoft was ranked by Nextdoor.com, a San Francisco-based social network for neighborhoods that assess small metro areas with populations between 5,500 and 150,000. There are a number of factors that lend themselves to be … Read more

Be Our Guest. Be A Guest. Customer Service Implications

One of Disney’s most beloved films, Beauty and the Beasts, speaks to the topic of hosting others. Indeed, its signature song, “Be Our Guest,” is not only an anthem for great guest service at Walt Disney World, it’s now become a hugely popular restaurant. Guests are making reservations months ahead for formal dinner reservations, and … Read more

Do You Provide Excellent “Crappy” Service?

“Service is not only a matter of being pleasant to customers—just as being a doctor is not only a matter of having a comforting bedside manner—but also of understanding the systems that make customer satisfaction possible.”  “Understanding how and why the whole system works is the fundamental expertise of service professionals.”  “Ideas at Work, “ … Read more

A Tale of Three Zoos: A Customer Service Case Study

I’ve posted an article that explores my experiences working in the trench with three different zoo organizations, Chicago Brookfield Zoo, Seattle Woodland Park Zoo, and the Houston Zoo. Even if you don’t operate a zoo, there are great messages about how to provide exemplary customer experiences while building a service-friendly culture. Take a look!