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. As I approached the hotel coffee shop I saw a woman at the cash register. She was counting money. I…
When it comes to good service, or being in good hands, 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. It was really easy…
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. Seems like a lot of other people love the convenience of Amazon too. It was just rated #1 – the top brand in a list of 20 brands rated…
Happy customers tell friends. Happy customers use the phrase “I LOVE doing business with [Insert your name here].” These customers spend more with you, are willing to give you honest and useful feedback, and make your employees feel good when they talk to them. Happy customers usually hang around long enough to become loyal customers.…
It’s mango season in Florida. It’s been going on a few weeks and even every little corner convenience store has a bin with fresh, local and juicy mangos. Yum. That’s probably why I was inspired to order the snapper with mango salsa a week ago when I went out to dinner with my friend…
Last week while enjoying the beach with my visiting family I got the chance to see beautiful pelicans flying by in formation. I don’t see that very often and last week I had the experience 3 times. It was then I remembered something I’d written in the Customer Care Coach® and used my handy “find”…
I recently went out to breakfast with my friend Elaina. We decided on the Panera’s closest to our homes and I was looking forward to my favorite egg sandwich there. I ordered first. “I’ll have the egg and cheese sandwich – no meat – on a scooped out toasted whole grain bagel and a…
The customer’s opinion is more important than it ever was before. 71% of people said they take a friend’s recommendation for a product or service. Customers today are involved and engaged in a way never before possible and it’s changing the game. For the better, I think. The customer’s in charge and the customer…
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, In the last week, most of my…
Human nature is funny, and the need to complain is a big part of it. Put a person in a room with a “specialist” and they tend to want a little bit of free advice. My friend Robin, a lawyer, says whenever she goes to a party someone usually asks for a little legal advice. My friend…
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![Happy customers tell friends. Happy customers use the phrase "I LOVE doing business with [Insert your name here]." These customers spend more with you, are willing to give you honest and useful feedback, and make your employees feel good when they talk to them. Happy customers usually hang around long enough to become loyal customers. Companies with loyal customers grow faster than companies with lost customers.](https://returnonhappiness.com/wp-content/uploads/Dollarphotoclub_99191003.jpg "Happy customers tell friends. Happy customers use the phrase “I LOVE doing business with [Insert your name here].” These customers spend more with you, are willing to give you honest and useful feedback, and make your employees feel good when they talk to them. Happy customers usually hang around long enough to become loyal customers. Companies with loyal customers grow faster than companies with lost customers.")
