No More POTY Training!

So what is the POTY training mentality?  Well, POTY is an acronym for “Program Of The Year,” a scenario most of us have experienced more than once.  A company will embrace an old and/or new concept or philosophy like The One Minute Manager, Seven Habits of Highly Effective People, Who Moved My Cheese, or FISH!,...
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Make It Personal

Service recovery is a topic I try to minimize because the goal is to prevent problems so that recovery isn’t necessary. But this is the real world and “stuff happens” – even when dealing with great organizations. Unfortunately this reality played out years ago on Katie and Nic’s (our daughter and new son-in-law’s), wedding day....
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A Truly Cool United Airline Rep

A number of years ago I visited New York City with my daughters (Amanda and Katie) and granddaughter (Callie). After a great visit, we got to the airport to learn our flight had been cancelled. The United Airlines rep (Bryon)  began the process of finding four seats to Orlando. He was empathetic, yet pleasant and professional. After...
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Ask Clarifying Questions

Are your service providers asking the right questions to ensure they are providing the best information to your customers? Too often we are quick to provide information without first learning what the customer is really asking. For example, if a guest calls a hotel and asks if they have a lot of children as guests,...
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Customer Care Is Everyone's Job

I witnessed a disheartening situation where a printer/copier technician who TRULY tried to help a customer was somewhat reprimanded for dealing with a matter outside of his area of expertise. He is a hardware expert and the problem the customer appeared to be having was on the software side. In my opinion the technician did...
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Outrageously Good Service

Several years ago I took some out-of-town friends to EPCOT at Disney. It was a beautiful sunny day. Translated… it was hot! Several of the ladies decided to find hair scrunchies to tie their hair back. We went into a large Disney store and asked about scrunchies and the service provider quickly found hair ties, but...
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