I have two confessions to make. One is…I am a huge fan of Zappos.com. So much so that I am dedicating a large chunk of this article to their renowned service culture. Every time I meet someone who has shopped at Zappos.com, the reaction is always the same, “I love
Listen to Bryan give the background and inspiration behind the “EngageMe” line of merchandise. It is amazing how a negative situation can be used to create a very positive one. Watch and enjoy!
Contrary to what many people think, wowing customers does not have to be an expensive task. Many times a WOW moment may not cost anything. Look for ways to wow daily. The key word is daily. Behaviors become habits when they are done everyday (preferably multiple times per day). To
When I was a line employee in the hotel business, I would usually be the person assigned to serve the VIP guests. Whether I was a server or a concierge, my managers trusted me to provide exceptional customer service to the CEO’s, celebrities, and royalty that would visit. In my
Have you ever walked into a business and left before you were served? That scenario has happened to me multiple times. On past occasions, I left because the staff showed no sense of urgency to be of service. Please note that the business(s) had the product or service I wanted,
When I wrote the Double Platinum Rule years ago, my intent was to communicate the importance of exceeding customer expectations. To exceed expectations, you must not only treat people the way they want to be treated (Platinum Rule), but treat people the way they don’t even know they want to be treated
When it comes to serving others, chances are that you will make mistakes occasionally. Even in the most opulent, 5-star hotels and restaurants, guests are sometimes disappointed. The same goes for hospitals, banks, nursing homes, spas, airlines, and any other businesses that serve people. The key to this seemingly unavoidable dilemma
No matter what the job title is, everyone has the power to create memorable experiences for their customers. Regardless of the setting or the industry, service excellence begins and ends with at least one person having the desire to not just serve, but to literally improve the life of someone
At a recent meeting, I was helping a team of executives brainstorm ways to WOW their customers. Once we began brainstorming, it became clear to me that the executives’ perception of what a WOW was and my perception were completely different. To them, consistently smiling and greeting a customer was
Many people believe that the perfect place to learn about how to provide world-class service is in a luxury hotel or a renowned hotel school. While that may be true in some cases, I found another place that is an even more powerful training ground. On a recent trip to
If we truly want to serve in an exceptional manner, then we must regularly look at service from our customer’s perspective. It can become quite easy to get so caught up in the day-to-day operation of our jobs, that we unintentionally overlook simple service errors. We, as service providers, can
