During National Customer Service Week I did a webinar for Manpower HowtoCreateMoreWow. The technology was fun and I was able to do a few polls. As I was talking about Moments of Truth and Moments of Magic (a MOT turned into a WOW for a customer) I asked this question: In the last week, most of my experiences as a customer have been 1. Magical 2. Mediocre 3. Miserable. 90% said their experiences were mediocre.
It’s Jim Blasingame’s 13th anniversary. That’s amazing dedication – he’s been on the air every day for 13 years as the Small Business Advocate.
I’ve had the pleasure of being on his “brain trust? for 11 of those years. Do you have a brain trust? Do you have people you can go to for help, advice, support, feedback and reality checks?
Spending time with Little Miss, my 2 ½ year old granddaughter, is always a learning experience. For her and for me. Just recently while I was attempting to help her put on her jacket, she pulled away and shouted, “I do it my own self!” I couldn’t help but laugh (the kid cracks me up) and think about how we all grow and seek our independence naturally.
(This was sent as one of my Customer Care Tips on Feb 1st.)
Today’s my 21st anniversary of being in business. Wow. That’s a long time and a lot of learning. I began with an idea. Imagine if you will, that every business sits atop a tripod – three legs, needing to be in balance to keep the business stable. Each leg represents a set of relationships.
My local Publix market is very customer friendly. They actively encourage their customers to take advantage of their “carry out” service and have their bags taken right out to their cars.
It’s all part of the ‘Publix – Where Shopping is a Pleasure’ experience. The service is free and no tipping, please!
I was in the Tampa airport yesterday headed home. As I was looking around for the “no bags to check” kiosks in the terminal I was distracted by people carrying big batches of red balloons saying “I love you”, “Be mine” and other assorted sweet sentiments.
Here we are in 2012! Can you believe it?
I am so glad its finally here. I know many people that were really happy to see 2011 go, with all its challenges and opportunities for growth. This year starts with optimism and with wishes for happiness.
My plane was hours late. I arrived at the hotel tired and cranky. A major head cold (and possibly fever) was brewing and worst of all I hadn’t eaten any dinner, and was hungry.
When it comes to good service I guess I’m lucky. I actually expect to see some good service out there in the world, and I often do. We get what we focus on and perhaps I look a little harder than most to see it.
I love my travel agent Susan. I love my hairdresser Tonja. I love my IPOD.
I love my wish list and one click ordering on Amazon.
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