I recently watched a skillful manager at a Four Seasons hotel field a complaint from a guest who was hesitant about even bringing up her concerns. Guest (after describing a troubling interaction): “Of course, your employee may have a different perspective from mine on how this went down.” The manager’s immediate response: “Ma’am, as far […]
Only One Perspective That Matters: The Customer's Read More »
Consciously striving to create a positive corporate culture may sound like a fluffy, expensive frill. But it brings hard-nosed, impossible-to-knock-off results. Ask Southwest Airlines: A host of low-cost, short-haul competitors (Remember United’s “Ted” brand? What, you don’t?) Those copycats are gone now: Southwest’s culture–a culture that’s impossible for
Consciously creating your corporate culture: Just a frill? Read More »
Labor Day is a good time to remember: you’ll never achieve great customer service without great employees – treated in the manner they deserve. There’s no shortcut here, no way to “game” this. The overlap between the “greatest companies to work for” and the companies with the highest-rated customer service is enormous. Container Store, Costco,
Labor Day, customer service, and serving your employees Read More »
By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at https://customerserviceguru.com The range of how much (or how little) a single employee can give to an organization and its customers is
Improve your customer service by channeling a big wet dog at PETCO Read More »