When you interrupt a customer, then you have probably lost your patience. When your body language and facial expression become rigid, then you have probably lost your patience. When you get angry with a customer, then you have definitely lost your patience. Real World...
Real World Story: Recently I spoke with two friends separately about a restaurant they both visited together. To my amazement, they each recounted a completely different experience from this one visit. One friend had a horrible experience from the moment she drove...
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...
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...
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...