https://www.youtube.com/watch?v=Ab8dziDZnNo Guess what I found? It’s an old fashioned box camera. I also bought a new camera and the specs on it are absolutely killer. Which of the two cameras do you think take the best picture? Which of the two cameras take the best photograph? All right that was unfair. Me asking you this way is really is a trick question because a picture and a photograph are two entirely different things. A picture is a record of what actually happened. But a … [Read more...]
Let Me Buy You a Drink
https://youtu.be/Y2EBsfkO3Ic It was his birthday. Michael Hoffman was on the road, again, alone, as usual. Michael had walked into yet another chain hotel and once again in spite of all the promises made by a marketing budget in the millions they still hadn’t figured how to get a guest room ready on time. But at least they had managed to be friendly when they suggested that that he might enjoy waiting for the next 90 minutes in the lobby. Sure. At first glance the small gift shop … [Read more...]
What Do You Celebrate?
https://youtu.be/m-aoucfhEKE The behavior you get is the behavior you reward. Or put the other way around, the behavior you reward is the behavior you get. Here are a few examples; if you reward someone for being late to a meeting they aren’t going to be on time. Think about it, if you are last to arrive at the meeting you don’t have to wait on someone else to get the meeting started. Show up last and the instant you walk through the door the meeting starts. You are the center of … [Read more...]
An Extraordinary Virgin
https://youtu.be/xNA95PqRuts Is it me or does almost everyone have a story about awful airline service? Relax. You’re probably not the guilty one. Airline stories are abundant because the consequences of an airline screw-up can be so awful… missed flights can mean lost sales, ruined vacations… you get the point. Andrew was running late for his Virgin America flight, and yes, it was his fault. So who would blame the gate agents for closing the flight after Andrew had failed to either … [Read more...]
Service or Slogan
Slogans don’t provide service. People do. If you don't want to read it, listen to the podcast above or watch it on YouTube here! Have you ever noticed that airlines have some of the best slogans to describe some of the worst service? There was Delta is ready when you are and if you are really old you will remember when Continental was the proud bird with the golden tail. Airlines are really good at making up slogans. But they could use some help when it comes to providing … [Read more...]
John David Uriegas is a Magician
John David Uriegas is a magician. He works magic with hair, makeup, and pardon me for saying this mature women! John David is pushing all of 30 years old but he relates to customers of all ages, and one in particular… Dee Sico would definitely rather fight than switch. Why? Because, as she tells it, “I get a hug and a kiss. And every time I leave there, he always makes me feel good.” Pretty simple but also pretty powerful. At least powerful enough to cause Dee to make the long drive to … [Read more...]
Sweet Anticipation
The best customer service is given freely by people who care enough to anticipate on behalf of their customers If you don't want to read it, listen to the podcast above or watch it on YouTube here! I wanted to write about anticipating customer needs. That’s a pretty simple topic at least on the surface. But as I thought about it I came to realize that anticipation is not such a simple matter. We anticipate customer needs. But at the same time the customer or patient or … [Read more...]
‘Coon Heaven
Some stories you have to look for. Others can be found simply by paying attention. But once in a while you can find a story like I found while sitting across a broad, round table with a cotton tablecloth that fell like a white cotton waterfall. I fished a micro-recorder from my jeans, set it on the lazy Susan, and gave it a good shove to overcome first inertia and then friction, to position it where it needed to be. My estimate was proven to be right on target as the lazy Susan traveled … [Read more...]
A Little Potty Humor
The venue was Caesar’s Palace in Las Vegas. It really is a palace. All sections of the main ballroom were set up just for me. Well, maybe not just for me. According to the giant posters around the room, I was first up followed by First Lady Barbara Bush. I don’t mind telling you, I was a bit full of myself. I was thinking, “Look at me. Small town boy goes to the big city and does good.” I decided to walk down the hall and arrange my hair. I don’t comb it anymore. I just arrange it! A … [Read more...]
Holter
You could smell the seafood from a block away. Or perhaps it was only my imagination. Whatever was the case Buns and I had our sights firmly set on Scoma’s at the south end of Fisherman’s Wharf in San Francisco. “Do you know what you want?” I asked my best friend on the planet. “It’s going to involve lobster but I want to see all the choices before I decide. What about you?” “Mine is going to be about Caesar salad and Sourdough bread with a crunchy crust, a chewy inside, about a … [Read more...]
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