Have you ever visited a business and experienced so much frustration with its employees that you felt like you were put through a rigorous workout? And it takes one employee only to ruin your customer experience. A colleague shared the following story with me. Real...
We’re living in some unusual times of social understanding. The current social atmosphere is amazingly bi-polar—gains in some areas and great losses in others. At one end of the spectrum, we’re seeing increased positive awareness in attitudes and lessening aggressions...
Perhaps, my expectations are too high. I expect to be treated better! Real World Story: The following account happened to me at the Hilton hotel in Calabasas, CA. It all started the day before my arrival. I received an email from a female Hilton employee informing me...
Real World Story: Have you ever dealt with an agent in a customer service situation who made a statement that left you scratching your head? You may have asked for a small favor or service only to be told “not a problem” or “no trouble at all.” But why would asking a...
A touchpoint is every single opportunity that customers and clients have of connecting with your business. And every touchpoint has the opportunity to turn great service into a BAD experience. Real World Story: At a restaurant, touch-points can include the hostess,...