Category Archives: Customer Service

Sorry Can Go a Long Way

You be the judge. Here’s the deal: In April, 2011: Airline A loses 3.5 bags per 1,000 passengers. Airline B loses 3.2 bags. Airline A departs on-time 76% of the time Airline B departs on-time 80% of the time. Which … Continue reading

Posted in Change, Communication, Customer Service, Decision Making, Leadership, Performance Improvement, Sales/Business Development, Trust | Comments Off on Sorry Can Go a Long Way

Beside Manner Isn’t Just For Beds

  Been to the doctor lately? How was the customer service? You are the customer, remember. (It’s easy to forget that in many health care environments.) Western medicine is often practiced on the manufacturing model: Get them in Make them wait … Continue reading

Posted in Communication, Customer Service, Sales/Business Development, Trust | Comments Off on Beside Manner Isn’t Just For Beds

Change Poorly at your own Peril

In a post called Lessons from the Lab,  I shared the story of a group of research scientists that bristled and rebelled when told about a change at the last minute. When it comes to change, the dangers of late … Continue reading

Posted in Change, Communication, Customer Service, Leadership | Comments Off on Change Poorly at your own Peril

Leadership, with a Soft Serve

One of the first lessons I got about leadership was this: Step Up. Don’t wait for permission to lead. When something needs to be done, take the initiative and do it. The NY Times published a fantastic article about Hamid … Continue reading

Posted in Customer Service, Leadership | Comments Off on Leadership, with a Soft Serve

Simple Just Might Work

  It’s easy to get caught up in the “bigger, better, more” mentality. It’s easy to think our customers think this way too. More bells and whistles don’t necessarily translate into customer satisfaction. The iconic example of this:  Apple. What … Continue reading

Posted in Communication, Customer Service, Decision Making, Innovation | Comments Off on Simple Just Might Work

Outstanding Service? Surprise! It’s Personal

In Chip and Dan Heath’s bestselling book, Made To Stick, the Heaths talk about what makes ideas sticky, or hard to forget. One thing that’s especially sticky is the unexpected. People love surprises. And when the surprise goes above and beyond … Continue reading

Posted in Communication, Customer Service, Marketing, Sales/Business Development | Comments Off on Outstanding Service? Surprise! It’s Personal

Motivation comes from Anticipation

How’d you like to travel to an exotic, far off destination? Sound good? How about if you were going for a year? Still sound so good? In the midst of the excitement, there’s also (a few) loose ends to tie … Continue reading

Posted in Change, Communication, Customer Service, Decision Making, Leadership, Motivation, Performance Improvement | Comments Off on Motivation comes from Anticipation

Five Tips To Improve Teamwork from Pret A Manger

    When you think about employees in the fast food industry, how often do these words come to mind? Loyalty Motivation Engagement Teamwork Collaboration Cheerfulness In a terrific article about the business practices of up and coming fast food … Continue reading

Posted in Communication, Customer Service, Decision Making, Innovation, Leadership, Management, Motivation, Performance Improvement | Comments Off on Five Tips To Improve Teamwork from Pret A Manger

Build Trust with Tapas

  Tapas is Spanish for appetizers. What in the world do appetizers have to do with trust? My good friend Dave was just telling me about his favorite restaurant, Don Felix. It’s a Mexican Restaurant on the outskirts of  San Miguel … Continue reading

Posted in Change, Communication, Customer Service, Leadership, Motivation, Performance Improvement, Trust | Comments Off on Build Trust with Tapas

Customer Service the Postal Way

  An article in yesterday’s USA Today reported that the things continue to look bleak for the US Postal Service.   Mail volume continues to plummet.  Increased costs may end Saturday delivery soon; due to budgetary constraints, it’s just a matter of time … Continue reading

Posted in Change, Communication, Customer Service, Decision Making, Innovation, Leadership | Comments Off on Customer Service the Postal Way