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The steak house with no service sizzle
Have you ever been to a “nice” restaurant where the service was horrible? Real World Story: A client and I were recently at an upscale steak restaurant in a small US town to give a presentation to a small doctor’s office. The presentation was to start at 5:30 pm. We...
Impressive customer service at the Capital Grille
Real World Story: This year I’ve presented many dinner programs for healthcare workers at upscale restaurants. The service I’ve received at these high-end establishments has been mixed—from BAD to best. On one occasion, however, I had an experience to remember. The...
The importance of explaining the “why” in customer service
Have you ever had an experience at a company that made you think “Wait, what?” Real World Story: A friend of mine relayed the following story: “My husband and I were going to one of our favorite restaurants, Café Zupas, in Salt Lake City, Utah. The restaurant serves...
Tips and tricks for using Live Chat for customer service
Think about how you used to get your questions answered: You might have stopped in a store, especially if you had to make a return of a product. You could have called—especially helpful if you just wanted to understand how something worked. You might have written—but...
Lessons Learned from United Airlines’ BAD Customer Service
By now, we’ve all heard the recent story of how a United Airlines passenger was forcibly removed from an airplane. See article. Real World Story: Let’s review the facts of the ordeal. Before boarding, passengers were offered $400 to give up their seat. No one obliged....
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