The Surprising Secret to Breakthrough Customer Service Are your employees product experts? Or do they shrug their shoulders and say, “I just work here?” Imagine an organization where even the cashiers are wine experts, and employees get significant input into their schedule, to suit their respective needs (school, full time careers, family etc.) At Everything Wine, in Vancouver, Canada, even…
Starwood Hotels are Heavenly for Guests and Employees Does your workplace culture inspire employees to do their best work? Even though we are still in tough economic times do you still provide resources for your employees to develop relationships with customers so they are inspired to return? Do your customers and employees champion your products and services? Nancy London, the…
Are You Preparing for the Economic Upswing or is Your Customer Service in Recession? While some shortsighted organizations have cut back on customer service there are others who continue to create the kind of extraordinary experiences for their customers that ensures repeat business. One of those organizations that is a leader in personal customer care is the Kimpton Hotels and…
Be Careful What You Say, This Conversation is Being Taped From Craptastic to Comcastic Comcast was working on my street last week while I was working against the clock to finish a proposal for a client by day’s end. Right after Comcast packed up and drove away I lost my internet connection, phone service and cable. Comcast wasn’t able to…
Two new restaurants opened in my neighborhood a few months ago. Both are on corners that have housed several failed restaurants. Time again, we saw new restaurants open only to close within the first year.One of the new restaurants is always busy, no matter when I walk by. The other restaurant very rarely has anyone in it.Why is one doing…
I was on my home from dinner tonite, when I was overcome with an unstoppable craving for Carvel Ice Cream. There are almost no Carvel places on the west coast, but there is one here in Berkeley. It’s owned by a family, and there is often a line out the door.I pulled up at 8:50 hoping they would be open…
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