In the 1960s to 1980s Television Game Show “Let’s Make a Deal,” hosted by Monty Hall, the contestant was asked to choose between three doors—Door #1, Door #2, and Door #3. Behind one of the doors would be a new sports car. Behind another door would be a moderately priced prize. And behind the third door would be a “Zonk.” A Zonk is a prize worth nothing, such as a wheel barrel full of dirt, a hay bail, or a trash bag.
Read MoreThe hospitality industry has a common rule of guest interaction called “The 10-5 Rule.” Within 10 feet, the employee visually greets the guest by making eye contact accompanied by a slight nod and smile. These visible actions demonstrate to guests that they are acknowledged. As the employee and guest draw closer, the employee provides a warm, positive, and upbeat greeting within 5 feet of the guest. A warm, positive, and upbeat greeting can be as simple as “Good Morning”?”
Read MoreRecently, while having dinner with my wife at a relatively upscale restaurant, I asked for some bread for the table. The waiter, without hesitation, responded, “No worries,” and left to retrieve a fresh loaf of bread—or so I thought.
Read MoreThere is an enemy among us. It compromises our relationships, results in lost business, produces poor quality, and leads customers to be confused, angry, and want more. The enemy is “okay,” and it is alive and well in our marriages, friendships, businesses, governments, schools, and even in our churches.
Read MoreIf you want to save your soul;
come back to God.
If you want to save your family;
come back to God.
If you want to save our country;
come back to God.
If you want to save our Church;
come back to God.
Read More“I made it to work in only 35 minutes. A new record!”
“A new record?”
“Yes… my previous record was 41 minutes. I am on a roll!”
“What made the difference?”
Read MoreEach day, we hear the word “love” spoken in many different forms and in many different contexts. Southwest Airlines speaks of “Luv” with airline vouchers, customer service and their NYSE stock symbol, “LUV.” For Subaru, “love” means being more than a car company. “The Subaru Love Promise” is their vision to “show love and respect to all people at every interaction with Subaru.”
Read MoreToday, a customer called me on the telephone, and he was in pain. He complained about tension, stress, and worry.
I prescribed a family vacation at the beach.
Today, a customer e-mailed me, and she was tired. She complained about her workload and lack of quality time with her family.
I prescribed a family vacation in the mountains.
Read MoreToday, your customers will ask questions. Some questions will be in person, others in an e-mail or over the phone, and many questions through “chat” or on social media.
Rest assured, your customers will ask questions. Lots of questions!
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