Do you ever wonder what standards to apply to a service situation? I attended a training for quality service that’s based on the “Disneyland” model.

S – is for a smile.
E – is to be aware of eye contact and body language.
R – stands for respecting and welcoming the customers.
V – means that the employee values the company’s reputation.
I – is for initiating interaction with customers.
C – empowers employees to create service solutions.
E – reminds employees to end with a “thank you,” no matter what.

It’s easy to remember and can help you evaluate service providers and determine how they’re performing. Read more

Here’s how a “consumer-savvy” company keeps customers loyal.

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Dear Chris,

Due to a technical problem, your DVD shipment was delayed and will ship on Wednesday, May 26th.

We pride ourselves in delighting you, and we’ve let you down. We apologize, and we will issue a 10% credit to your account in the next few days. You don’t need to do anything. Your credit will automatically be applied to your next billing statement.

Again, we apologize for the inconvenience and thank you for your understanding. If you need further assistance, please call us at
1-866-923-0898.

–The Netflix Team Read more

I had to share this blog entry that I came across with you.
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The 44-cent solution

Tom Peters calls it “the pursuit of wow.” Seth Godin calls it being “remarkable.” None of us do it enough — which is why it’s so spectacular when we see it in action.

Case in point: Sunday night at the J.W. Marriott in Phoenix. I’ve got a letter to mail, but no stamps. So I go to the front desk and the following conversation ensues:

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ME: Is there a place in the hotel where I can buy a stamp? Read more

You can tell when you’re dealing with empowered employees, can’t you? They’re agile. They step up and solve your problem. They aim to please, and make it look like no trouble at all.

Here’s what I’m talking about. I was going to a show at the brand new Musical Instrument Museum in Scottsdale, Arizona. A reggae band was performing in a rather small concert hall. It dawned on me, right before the lights when down, that my 89-year old mother might have trouble with the loud music. We didn’t have earplugs with us, so I decided to run out and ask guest services where I could buy some.

The employee hesitated for a moment, Read more