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...]
A Lazy Man’s Load
When I was a kid my mom seemed to have a saying for nearly every occasion. Maybe that's because we were from Kentucky. I like to say that Kentucky is the only state in the Union where socks and underwear are totally optional. (Don't worry. I have my socks!) If mom caught me trying to carry an oversize load of dirty laundry or groceries or lawn clippings in an obvious attempt to avoid a second trip, she would call out, "Lazy man's load! Lazy man's load!" Inevitably I would prove her right by … [Read more...]
Smell that Positively Outrageous Service
https://www.youtube.com/watch?v=VTC4rh5tN9Y Theatre owners actually have a name for it. It’s called “blow-by.” Believe it or not there are human beings capable of ignoring the compelling smell of, you guessed it, popcorn. What once was a tiny seed of hybrid corn eventually winds up with the power to bring this full-size man to a dead stop and drag me by the nostrils with the promise of an unexpected sample of what is little more than salt and hot air. Customers who stray too close will … [Read more...]
We Want Your WOW Story!
https://www.youtube.com/watch?v=n27-WH3wWec Have you ever had a Customer Service Experience that made you say WOW? That was: Random & Unexpected Out of Proportion to the Experience Playful & Personal to the Customer Compelling & Led to Positive Word of Mouth We think those moments should be celebrated! Submit your nominations via a 1-2 minute video for the service experience that was Positively Outrageous. The winner will receive a $100 Visa Gift Card, the bestselling book … [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...]
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...]