Positively Outrageous Service - Principle #2 Photo: Bob Smith - "I'm in the service business. I mean, our sandwiches are pretty good; I don't know if they're extraordinary. But our service is." "Jimmy John" Liautaud The second key principle of Positively Outrageous Service is creating a service experience that is "out of proportion to the circumstances." It heightens the intensity, engagement and memorability of customer service, or in reality, any relational engagement! For more … [Read more...]
Having Fun Yet?
https://youtu.be/JSw4_eEdvzU Rarely do we wake up in the morning thinking today I'm going to fail miserably and I'm going to bring everyone down with me. I say rarely because they do happen and there are a lot people out there that like that. However most of us want to be part of something fun and we want to play in a place where you're having a good time. We want you to have a good time because if you're having a good time, I'm having a good time. You know I spend more of my working hours … [Read more...]
Thank you. Thank you! Thank you!!!
https://youtu.be/tPAFN7MnOBs Thank you. Thank you! Thank you!!! Thank you… I so appreciate you! We like to be thanked, don’t we? But there’s a big difference in being thanked through a text or an email or a simple handwritten thank you card? When was the last time you received a handwritten thank you card? How did that make you feel? Probably valued, precious … that person took the time to hand write a thank you card to appreciate you. Photo by Hanny Naibaho on Unsplash When was … [Read more...]
Details Matter
https://youtu.be/orJFonLCl3w It’s 2006, coming up to April, and it’s Dan’s birthday. Holly, his girlfriend wants to plan something special for their trip to New York. Holly Googles “most romantic restaurants in New York”. Out of the search results she selects “One if by Land, Two if by Sea”. She calls to book a table and to tell them this is a special occasion, her boyfriend’s birthday. The dinner is exquisite, the service remarkable: Stephen, the waiter is very attentive without being … [Read more...]
Listening with Love
Finding pants that truly fit is a colossal challenge for many women … they just don’t fit right! Women come in all shapes and sizes! One woman listened to this massive marketplace of dissatisfied women. Cricket Lee created and developed FitLogic®, a revolutionary sizing system that makes that Little Black Pant fit like it’s custom-made. Scientifically developed and tested over 15 years, Cricket threw out the playbook on how fashion is fabricated and flogged. Cricket’s system imparts women with a … [Read more...]
Do you Care or Are you Caring?
Do you have a program for customer care or do you care for your customers? There’s a difference! Do you care or are you caring? – Positively Outrageous Service is the Distinction! https://youtu.be/jxalsacHuLE Click here to watch the video - or just read on! It really came to me during a hospital visit. For the first time in my life I was admitted to hospital for an illness – not something self-inflicted like a bike crash. It was a fascinating experience. I got … [Read more...]
Heroes At The Ready
Positively Outrageous Service is Infectious https://youtu.be/8ZdOVzfNLu4 My brother and I are out on a bike ride. We stop at a red light. It’s a major intersection, multiple lanes, cars coming from all directions and it’s rush hour. As we wait for the light to change, a DHL delivery truck to our left got the green light and turns left in front of us. As the truck turns, making the corner, the side door is clearly unlatched and flies open. With the inertia of the turn, boxes come spewing out. … [Read more...]
A Simple Touch So I Know Where I Am!
For the first time in my life, I spent twenty-two hours in a hospital. Some of the touch points were fantastic, some mediocre and some average. But what irritated me the most was the lack of communication. When you’re in an ER or actually admitted into a hospital, there’s a lot of uncertainty – especially when it’s an undiagnosed illness or infection. Communication is paramount. A week later I’m talking to my friend, Sandi, who spent some considerable time with their child at Texas Children’s … [Read more...]
The Consequences of Inadvertent Service
How do you create a culture of Positively Outrageous Service? You need a team of what we call “service naturals” – those that are keen to serve to put self behind service. But that’s not enough … an organization with Positively Outrageous Service inherent in its organizational DNA must have leaders that think, lead and act with Positively Outrageous Service. Or as John Maxwell so precisely put it: “A leader is one who knows the way, goes the way, and shows the way.” So …. I’m not … [Read more...]
The One Question
How do you measure Positively Outrageous Service? After all you can’t improve that which you don’t measure. Let’s be honest … no one likes to do those lengthy customer survey that are 34 questions long! Really!!! I just did a yoga class at SunstoneFit a couple of hours ago. Before I had even showered … They sent me a 30 second survey … It actually only takes ten seconds or less … They ask the one question – the one and only important question: How likely are you to recommend Sunstone to … [Read more...]
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