In my last post, I described how excited I was to visit the Lemon Tree hotel in India because the hotel had sent me a positive welcome email claiming I would be met by smiles and friendliness. Real World Story: After my 30-hour trek from the US to India, I checked in...
How important are first impressions really? Have you ever walked into an establishment, saw garbage on the floor, and immediately got a bad impression? Have you ever had a terrible experience simply making reservations, and thus, didn’t expect much because of it? I...
Speed and efficiency are important to delivering great customer service. But knowing who benefits from these time-saving strategies is even more important. If your strategies benefit you and inconvenience your customers, then you need to rethink what you are doing....
Last week, I shared a story from a colleague about customer service at Ralphs and Smart & Final. This week, I’ll share a follow up story with a surprising twist in outcomes. Real World Story: “So this week, I had a craving for homemade Mexican mole and cheese...
A colleague recently shared with me the following story as two examples of customer service at two major supermarket chains in Los Angeles County—Ralphs and Smart & Final. Real World Story: “I love to cook and bake. So I’m at the supermarket almost every day....
In August 2015, my husband bought me two rings for our anniversary. They didn’t fit, so I took them back within the 30 day period. However, they were not accepted because I didn’t have the receipt. (Of course I didn’t. They were a gift.) A few days later,...
