Archives for Great Customer Experiences

"But . . . they are free?"

Dr. Brad Harken, a dentist in Spokane, had just sat through my presentation at the American Dental Society’s National Convention. I had some free dental bib chains I wanted to give him.  They are the small chain that has clips on either end, which keep a napkin on your chest while you are having dental work done.  In this case the two chain clips said “Crest” and “Oral B”.   Stay tuned.  Even Proctor & Gamble can get it wrong. Dr. Brad noted that in his practice they don’t use the metal chains because when you put it around the patients
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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
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Part 4 – Revelation & Vision for the Future – Skills That Will Create Significance

Today, and in the future, where mass-customization is the call of the day, we will do business “with” my Starbuck’s, my doctor, or my Disney vacation. “When I go to MY Starbucks,  they know me personally.   I appreciate that fact when they put MY name on MY cup of java.” Like the Pied Piper, the future will vacuum us into personal relationships with others and their organizations.   Disney’s Magic Plus, or a Harley-Davidson HOG weekend, or even the personalized shopping experience of a Zappos shoe purchase, will become the norm.  It will become the expected. Your competition will change from
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How to Drive People Absolutely Crazy – The Godfather Principle

The conversations occur everywhere.  At networking events, church socials, Chamber of Commerce lunches, and telephone calls with others.  Everywhere people struggle with the daily grind and toil of life. There is something you can do, that will make you unforgettable to those in your world.Do a nice deed for them. Then walk away. Don’t stick around for accolades, or the compliment, the expression of gratitude and thanks.   Just walk away.  The result is incalculable. For example.  Enter the Godfather.  A slice of dialog out of the movie when a petitioner approaches the Godfather to ask for some injustice to be
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Is the Twinkie Charismatic?

It is official.  The Twinkie is here to stay.  In fact, Hostess Brands LLC, in an effort to make sure their product can be profitable has changed the recipe on this soft yellow calorie laden snack so that it has a shelf life of 2 months.   WALL-E’s cockroach robot would be so proud. Behind the new changes is a learning experience for Hostess Brands.  They have tried changing the recipe in the past when shortages of certain ingredients became constrained, only to hear of revolt in their customer set because of the change to the texture. The comeback of
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Who cares if the Handwriting is Horrible? – Thank You card from absolutely no one

You know the envelope.  It has “that” shape.  This Thank You card, arrived in the mail, complete with mass produced envelope with snazzy logo, and warm colors of ink on the return address.  Upon opening the card, there on the inside were four signatures.  One replete with it’s own smiley face :-).  These were from people that I never even met.  Why?   The minor surgical “procedure” that was done while under anesthesia made it so if I met these ladies, I was probably drugged into total vacancy. Still the card arrived.  “What a nice gesture,” I thought. In my
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Your Chairside Manner May be Good, BUT That is Not Enough . . . the Future of Dentistry

I just moved to a new city.  New banks, new dry cleaners, and a need for a new dentist.  Our society values referrals now more than ever.  After talking to multiple acquaintances; some orthodontists, endodontist, oral surgeons and even calls to dental labs, the same name kept popping up.  Let’s call him Dr. Awesome. In the dental world there is a very elaborate dance that occurs between general dentists and the referrals they make to specialist for braces, surgery, and other advanced tooth care issues.  Study groups of dental professionals who network and gain some addition knowledge; have at their
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What is Hindering Your Business'' "Bedside Manner"? How to Adjust the Emphasis on the Right-Way-To-Do-Things . . . and Instead Develop a Charismatic Customer Relationship

“Their Emergency Room scores for patient satisfaction was rated one of the best of hospitals across the country.  And yet if they focused on controlling quality, they might be undermining patient trust and respect.” “How is that,” I ask?  My conversations are with Todd, a medical resident who recently returned from a rotation of various departments in this distant and admired hospital.  “When an 8 year old comes into the ER, his diagnosis might immediately indicate administering an anti-inflammatory like Tylenol or Ibuprofen.    Normally we doctors, who get our value from knowing all the answers might prescribe and be done
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Charisma starts with Mission . . . and it is probably not yours

“You know if you take off your glasses you will do better.” “What?” Mario, my good friend and I had picked up ping pong paddles in the clubhouse of the Hilton Head resort we were staying at.  After missing several returns, he suggested that I take OFF my glasses, that they were hindering my perceptions. Off they came and whamo, I started to connect with every volley.  Aren”t glasses supposed to help?  But what if your learned basics are different than your altered world (with glasses)? The first element in creating Business Charisma is to reconsider your Mission.  Oh sure,
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Charisma is Going Past Customer Wow . . . Birthdays for 102 year olds at Wendy'' Hamburgers . . . and a Banjo Too

This particular chain of Wendy”s Hamburger restaurants are consistently the most profitable, and productive in the country (actually they are the top . . .but for confidentiality I need to keep their identity secret.) In a few weeks I will be working with a group of their key managers.  In preparation I take a provided lunch coupon to one of their locations for some “research”.  I mean . . . this is a Wendy”s.  How can you make French fries special.As I pull into the parking lot, every space is full.  Finally, w-a-y in the back I find an empty
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