When I am traveling in the U.S., my favorite airline is Southwest Airlines. It is very obvious to me that Southwest understands that customer service is more than just a public relations statement. For example, they give you the option of having a customer service phone representative call you back
We will periodically bring you interviews with people who work like they own it! These service superstars consistently work with pride, passion, and professionalism. The purpose of these interviews is to gain some insight into how these world-class service professionals approach their job and what is needed to keep them
The more I think about it, the more I realize that serving is about honoring. Hoteliers and spa professionals honor their guests…healthcare professionals honor their patients…educators honor their students and so on. To fully understand what this article is about, let us first define “honor”. A quick review of any
As a follow up to my article about being eager to serve, it is important to highlight the importance of the entire welcome experience. There is a popular saying that goes, You never get a second chance to make a first impression. While it is possible, it can be difficult
On a recent family trip to Bali, we had the privilege of flying on Korean Air. Virtually every touchpoint was memorable. Everything from the reservations process, to the actual flights, was world-class, and I was able to glean some key learning points to share with you. I am a firm believer
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
