The surveys arrived in the mail. Same hospital, two surveys wanting to know about a recent out patient experience. Both went into the trash. Voting the majority of the time does not occur with pencil to paper. Most of the time it is done with the delete button. If something warrants additional effort it is because it either really ticked you off, or it was so out of the norm good that you had to tell someone about it. The savvy understand this. ANY feedback is incredible. It is to be listened to and acted upon. To do less will
Continue Reading
Monthly Archives October 2017
Same tooth . . . 4 different Dentists
This morning I go to the 4th Dentist to get a tooth fixed. One caused the problem. The second had such a cavalier attitude and condescending demeanor, added to his initial shy’ing away from fixing a “difficult” tooth. The third advertised that he was indeed capable in fixing it, only to then actually look at it and send me to the fourth because his competence was in handling the really easy stuff. I loved the “we can’t fix your tooth, but (we will charge you to tell you that and) would love to have you come back when the 4th
Continue Reading
Keys to Keeping Customers.
Processes are not enough. Willingness to adapt, to be humble and teachable is a must. Creativity, which takes the customers challenges and turns them into something wonderful, is the number one thing that is appreciated by today’s consumer. This is turning the lemons . . . into Sprite. Lemonaide is not enough. Beware of the negaholic. Whereas an act of poor service was communicated to 26 others in the past, today the negative experience goes out massive audiences of thousands via Twitter. Consumers have too many choices to endure the pickle sucker. Your price is too low. When the consumer
Continue Reading
Making Leftovers Extremely Popular – The Secrets of Party Magic
Disney does it. It seems that at one point Disney equipped the inside cabins on their ships with video screens that looked like portal windows. At times during the day various Disney characters would appear and talk to the kids in that cabin. For this Disney charged a premium. Who takes your poorest value offering and charges a premium for it? In American Fork, Utah there is a restaurant called Wingshak. At lunch the line is incredible. Mostly men. All there for the Hot Parmesan flavor wings. With a hundred seats, this place is just jumping with businesses. My four
Continue Reading
Maddox – Good Old Fashioned Value and Manners.
Located on a back country highway, just outside of a small city in northern Utah sits Maddox’s. The parking lot is packed. The extremely wide hall way leading up to the hostess station is lined with wooden benches as people wait their turn to be gobbled up into the restaurant. In business, for many decades, I went for the first time with my new bride, who imbibed this place as a child. On a scale of 1 to 10 Food – 10+ Clean, fresh, and tasty to the max. Have you ever thought, that your chicken dinner has too much
Continue Reading