Friday the 15th is National Ugly Christmas Sweater Day. Friday is also National Bill of Rights Day and National Underdog Day. Do you sometimes feel like the underdog when shopping at this time of year? Don’t lay down and roll over! America loves to cheer for the underdog. Get up, put on your best ugly sweater and get out there and speak up! Pleasant and efficient service should be expected, even at this hectic time of year. Our forefathers are…..
Normally at this time of year, I wish for peace and good health for all. However, this year I am going to wish that CEOs of any business serving the public call in to their organizations to see if they can get through their own telephone systems without dozing off.
“Martha Humler has written a deceptively important book. Deceptive, because she’s used her searing wit and iconic humor to create a book that would be worth reading simply for the pure pleasure of her language, but which goes much further to offer real insights and practical advice on the topic of service that anyone, in any industry, will find valuable.”—Jim Huling, Managing Consultant, FranklinCovey
“Martha’s stories are a lighthouse of actionable insights for service professionals that are swimming in a sea of mediocrity.”—Dr. John Timmerman, Chief Scientist, Customer Experience & Innovation, Gallup
Why is there a presupposition to think of the hospitality industry when customer service is being discussed? Well, it is valid. Hospitality does do a better job. The last six weeks, I have stayed in five different inns/hotels ranging in price from just $130/night to a luxury brand, new to me, for a room rate you would expect. It did not matter. Each one of these establishments showcased warm employees, bending over backward to assist and provide the best service…..
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Don’t you hope for many customer service experiences that you just won’t forget? I have one. My husband’s phone died and I took it in for a new battery. The phone was so old that batteries for that model were no longer available. I panicked (for my husband) as his contact information might not be retrievable, leading to a difficult and time consuming task of recreating. The sales rep., Brian, said he would keep thinking and would call me. A…..
Last week was National Customer Service week. Ironically, I had a doozy last week with a rental car. Three GPS devices I was given were defective or issued originally from airports and could not be programmed by local offices. They made me continue to run to various locations for replacements as my trip continued, adding three stops and several hours of time on my part. One office even suggested I might want to go to the major airport (42 miles…..
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