On July 20, 2015, The Wall Street Journal reported the disappointing quarterly results for Whole Foods Markets, a natural-foods grocer. Sales at established stores rose 1.3% in the three months ending July 5 – its weakest growth since 2003 (WSJ, 7/30/15, p. B1). The main explanation for the modest sales growth was the increasing competition from mainstream retailers now stocking local and organic food. However, pointing the finger at increasing competition may mask the real reason for the modest sales growth at Whole Foods.
The 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”?”
Recently, 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.
There 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.
Each 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.”
Today, 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.
Today, 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!
Hello Everyone,
Take a moment from your busy, busy schedule to reflect on what is truly important ... today.
* * * * *
Today, you probably have a great deal to accomplish:
At home - shopping for that anniversary present, fixing the closet door, dropping the kids off at school, watching that much anticipated television program, reviewing your budget, spending time with the family, calling a friend, returning some mail, reading the newspaper, checking e-mail, and getting ready for (or getting rid of) company.
Each 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.”
Over three years ago, I sent the following anonymous story to my colleagues with mixed results.
Many people cried; some people said nothing; a few wrote to relate how this story gave them a new perspective on life, and one person vowed never to take any chance meeting for granted.
Recently in a rather upscale restaurant having dinner with my wife, 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.
In the hospitality industry, there is 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 head 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.
There is an enemy among us. It compromises our relationships, results in lost business, and produces poor quality results. This enemy leaves customers confused, angry, and wanting more.
The enemy’s name? “Okay.”
[It's your first day on the job. After completing the necessary HR paperwork, you gather in a large conference room with other new employees. You find a seat, reshuffle your paperwork, and say hello to the person next to you. You take out your new company notebook and begin to write some notes, when someone in the front of the room interrupts your thoughts to make an announcement that the President of the company has arrived. She would like to welcome you to the company and say a few words on leadership.]
On July 20, 2015, The Wall Street Journal reported the disappointing quarterly results for Whole Foods Markets, a natural-foods grocer. Sales at established sores rose 1.3% in the three months ending July 5 - its weakest growth since 2003 (WSJ, 7/30/15, p. B1). The main explanation for the modest sales growth was the increasing competition from mainstream retailers that are now stocking local and organic food. However, pointing the finger at increasing competition may be just masking the real reason for the modest sales growth at Whole Foods.
On the morning of January 24, 2013, Kerry Drake was flying home to see his dying mother. The last-minute flight would get him there in time to see his mother only if the entire schedule was on time, and allowed a 40-minute connection.
While flying on the first flight segment, Kerry received an update from the airline captain that the flight would arrive late. He realized at that point, he would miss his connecting flight and would not be able to make it to his mother's side in time. Kerry, sitting in his airline seat, started to cry uncontrollably.
As consumers, there are many things we like to hear. Those catch lines or phrases that draw our attention; with our wallets and pocketbooks not too far behind:
- On Sale
- Limited Time Offer
- Special
- New and Improved
- No Payments until next year
- Low, Low Prices
- Free* (…always accompanied by an asterisk)
This past week, two articles in the Wall Street Journal caught my eye. One article highlighted the NBA’s new emphasis on enhancing the season ticket holder’s customer experience with special promotions and public recognition. The other article analyzed Wal-Mart’s recent decision to sweeten their bonus program for hourly and long-term employees. It appears that employee morale has been slipping lately at Wal-Mart, and the hourly bonus program is going to motivate more smiles and better customer service.
Earlier this week, I brought my Infiniti I30 in for service at the Infiniti dealer. My car, purchased on my birthday in October 1999, now has over 145,000 miles on it. It has performed very well over the years. Outside of normal maintenance issues, I have had little concern that when I turned the ignition key, the engine would start. When I pressed on the gas pedal, the car moved; and when I pressed on the brake, the car stopped – pretty simple and straightforward.
Everything was okay … until just a few weeks ago.
“There are a trumpet player and a trombone player just checking in,” he said, placing an internal phone call to a colleague in the second-floor hotel executive offices during what is called “the shoulder season.”
The periods between ski seasons and summer seasons are called the “mud” or “shoulder seasons.” Usually, local vendors close their enterprises and use these periods to rest, recuperate and renew for the following busy seasons leaving little to do for tourists who aren’t interested in golf, hiking or fly-fishing.
The Main Event of the 2006 World Series of Poker kicks off today with the largest field of participants ever gathered for a single live poker event.
Among the dark sunglasses, hats, and unfolding drama, you may just hear the expression, “all in." For those that are familiar with No-Limit Texas Hold’em, this is a common (and necessary) action of betting all your remaining poker chips against an opponent who has much more in hopes that your hand will come out on top. If you lose the hand, you are out. If you win the hand, you are one step closer to a seat at the final table.
Many times I am asked, “What is great customer service?” Here’s a quick rundown:
Great Customer Service is not:
- Self-service
- Focuses mainly on efficiency
- Just like the competition
"Welcome, everyone, to 'Deal or No Deal.'”
[Applause]
"Our first contestant is Joe. Welcome to the show, Joe!"
"It’s great to be here, Howie!"
[Applause. The camera pans the audience and displays a close-up of Joe’s wife smiling and applauding.]
Some time ago I received a very nice pen as a present. This is the type of pen you see in a catalog and you wonder why anyone would pay that much for a pen. After all, pens are rather cheap and easy to come by.
But not this pen, it’s special. It feels good when you hold it in your hand, and has a very high brand appeal. One could say that it is a great “show pen.”
In the course of a month, I may visit Home Depot four to five times. Sometimes for light bulbs, other times for fertilizer, and other times for some little part of something that broke off or wore out.
I typically search up and down the aisles with that lost and confused look and hope that someone will come to my rescue. But often times (in fact, too many times), I can not find an employee to help me. Even when I do, they are usually helping someone else (reminds me of waiting on the phone).
To finance highway construction and to address increasing population growth, the county governments of Central Florida have constructed a series of toll roads over the past ten to fifteen years.
Also, in an effort to reduce wait times at tollbooths and increase traffic throughput, electronic sensors, or “Sun-Passes,” are offered as an easy and convenient way to pay for tolls through credit card or deposit deduction.
Each one of us plays an important role in delivering service excellence. On-Stage, where we meet, greet, and serve the Customer -
- Valet sets the first impression for a great experience
- Hotel check-in builds anticipation of what is to come
- Beverage builds an atmosphere of hospitality
- Total rewards fosters loyalty
Although we were tired when we arrived at your property door,
Because of last-minute work, a long plane ride, rental car, and more;
Clearly, we hoped for the best upon our arrival,
Doing more than the ordinary was key to our vacation survival.
After many months of work, an artist finally finished his masterpiece. The painting depicts a man waiting outside a door late at night, holding a lantern to illuminate his way. The artist was pleased with his work and entered a worldwide art competition.