The reporting on the airline situation seems to be reduced to a low simmer, but I continue to mull how this happened. My theory is that there is a huge disconnect with whatever their mission statement outlines (which is impossible to find on their website or through other means) and what happened since the ink dried. I have to assume that there is at least a mention of serving customers within the document that is supposed to guide the ship……
Did you know that tomorrow is National Get to Know Your Customer Day? In fact the National Day Calendar peeps determined that this was so important that it is recognized quarterly – the third Thursday of January, April, July and October according to their notation. I quote, “This is a day to reach out to your patrons and get to know them better.” Wait a minute. Can any business really survive with only being mindful of its customers on four…..
I pledged to have exceptional examples of service mingled with experiences that did not quite measure up. While the stellar service examples seem harder to find, I think I found an outstanding example this week that is relatable to many. At some point, we all need good tradesmen. It was plumbing needs for this household this week. A flush was not flushing and an outside spicket was dripping. I called a company referred to me. It was a ‘family and…..
Perhaps you have, as I do, grocery stores that have incorporated a section of the store that one can easily substitute for stepping into a deli or a salad shop. Mine also has a hot soups section including my favorite – chicken noodle. I divert there on many days, with no grocery item needs, just to get the soup. Sometimes I eat on the fly but on this day, I brought it home and enhanced it with fresh peas, oregano…..
For those of you born way before 1975 like myself, ONBOARDING = NEW HIRE ORIENTATION. The issue is many companies are skimping on this important indoctrination. Too busy? You hired an employee to lighten the load but that new hire will be ineffective without proper training. Too costly? Think again. Surveys show that twenty five to thirty one percent of new hires leave a job before or by the first six months due to lack of training and/or unclear…..
Heartfelt thanks to the Alexandria campus, in particular to Alice Conway, Director, Event Management, for inviting me to speak to the Hospitality and Culinary schools. You can imagine how delectable the refreshments were when created by this professional group of professors, staff and students. You can see photos from the event, including these yummies, on my media page courtesy of John Drew, Professional Image. How do I structure a talk for folks teaching in or training to work in two…..
Why is it acceptable for companies to send refurbished equipment as justifiable replacements when they are exchanging items that were classified as manufacturing defects and are only six months into their one year warranty? I don’t get this. They accepted responsibility for the flaws. Don’t we deserve brand new equipment when malfunctions occur through no fault of our own? This happened to us recently with a printer and a phone. The replacement printer had a shiny silver plate on the…..
One of my esteemed endorsers recommended WHY? to a business consultant. Below is an email I recently received from her, minus the photo she sent! Best of luck, Kirsty, with your new contract. Hi Martha, Your book was really inspiring and had me smiling the whole way through. I felt like you were describing the exact same scenarios I have been in many times! For the past ten years I have been working in training and development, as a specialist…..
The utmost compliment on Amazon from a highly regarded author and speaker on the topic of customer service. Thank you, Micah! Will enjoyably and permanently change the way you think about customer service, February 14, 2017 By Moi This review is from: Why? (Paperback) I write customer service books for a living, but I’ve never written one like this. Humorous, heartfelt, bite-sized chunks with the author’s unique (and I mean that as a compliment) viewpoint throughout. This book is a quick…..