Archives for customer experiences

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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Customer Satisfaction — hogwash –what about your Employees? – The 5 ABC’s that separates winners from losers.

Sorry about the absence.  I took a few months off to fight off cancer.  That is done and I AM BACK! Let me introduce you to Denise and Leslie.  At my Seidman Cancer Center  . . .  these two ladies were at the front desk.  One day I stopped to get a sucker out of their candy bowl.  When I came back out one reached up and put the candy bowl down by her phone.   I thought, “I didn’t ask earlier . . . I wonder if I did something wrong?” So the next day I asked them, “Does the
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Why Your Customers Want YOU Sneaky

In the case are four Apple fritters sequestered amongst powdered, Halloween sprinkles, and beautiful glazed doughnuts. I have heard about these legendary treats for years but have never been able to be here on Wednesday, the only day that they are made, to claim one for myself. Because George sells out of doughnuts, all of his inventory, every day by noon… You have to time your arrival on the exact date to get into Apple heaven.
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“Excuse me. You have a French fry sticking out of your nose.”

Five Guys hamburgers.  Visions of red and white checked decor, with peanuts in shells to distract you while your burger is customized in it’s assembly and you are assaulted with the French fry experience. Assaulted?  By French fries?  Experience? To the uninitiated.  You can pay less to get a hamburger at almost every other fast food joint in town.  But then you are not vacuumed into the experience of a Five Guys . . . “burger and fries” (I know the rhyming is too much).  The added price is worth the price of admittance. There on the wall is the
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Pour Hot Chocolate into that Open Wound – and we liked it!

Writing the next book. My friend Janine Moon, an awesome business coach, gave a great insight.  “There are too many distractions in my office.  When I write I go to the local coffee shop.” Day 1 – Starbucks – The words flow onto my laptop as my hot chocolate sits next to the iPod that is pulling it’s load of a gentle mix of movie soundtracks.  Outlets are everywhere as other business people sit addicted to their latest email fixes.  A fireplace radiates heat into the warm oak-paneled space.  Small and intimate.  I sit at an oak table with hot
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When Facebook, LinkedIn, and Twitter go bad – why Social Networking may be screwing up your life

It was scary.  Nashville was mobbed by educators from across the country.  As presenter at their conference I was amazed by the slate of Social Networking sessions.  There are thousands of experts who travel the country espousing the correct method to Twitter, Facebook and a host of other sites.  Each tells of how these tools will bring world peace or cure the common cold.  Problems tend to turn to technology for a fix.  If the horse isn’t fast enough then build the car.  If the saw blade gets dull invent the laser to cut.  The latest invention in the world
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A Small Town Pays Attention to the Small Stuff and Get BIG Results

< !--[if gte mso 10]> You gotta love someone who does their job with simple elegance and ease of execution. Many moons ago I was putting on a morning workshop for three smaller Chambers of Commerce in a small remote Ohio hamlet.  I know I need to get over myself, but I have to tell you; this was pretty good stuff.  Great information on how to grow your business, ways to communicate your value . . . all of that doctrine.  So afterward Craig Brown, who works for the Small Business Development Center in that area says, “This is something
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