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! 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 there through a misfortune … I had an infection that was not properly diagnosed … [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...]
There is an “I” in Team
It’s cute… But it’s wrong. You are used to hearing that there is no letter, I in the word team. Fine. Have it your way. But look a bit closer and you will see there is an "I" in team and it’s a big one! In the real world when a team member is confronted with an opportunity to wow a customer who are they thinking about and what are they likely to think? Well they aren’t thinking about the boss or the customer or the other members of the team. Nope. They are thinking about themselves. And … [Read more...]
Brief, Infrequent Encounters
‘The attention span of a gnat.’ That’s the way Millennials are often described. It’s a fair description…but only if you apply it to all of us… Boomers included. Why? Because short attention spans are not the result of a weird genetic mutation found only by autopsy of Millennials. Short attention spans are mostly the result of allowing technology to dominate nearly every aspect of our lives. Boomers are often portrayed as being slow to adopt new technology and new ideas while Millennials … [Read more...]
Hospitality from the Heart
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...]