Category Archives: customer service

If They Serve Burgers In Heaven…

You’re in a strange town. You really don’t know your way around and the last thing you want to do is drive miles away and end up settling for a McDonald’s or even worse…a gas station taquito and a Mike’s Hard Lemonade. In this case, I’m in North Dallas for an amazing event with the…

For Pete’s Sake – 40 Years of Service & Stories

I’m sitting at the Thurgood Marshall Airport in Baltimore (BWI) waiting for my flight to Denver. I just spent a few days here for a Mastermind Session with some fellow business professionals talking about everything from business planning to customer experience to personal development. On the way to the airport, one of my hosts, Doug…

A PSA About the TSA That Might Make Your Day

When it comes to great customer service or expedient social care, my guess is most people wouldn’t have the Transportation Safety Administration any on their list. Heck, they might not even be in the Top 100 companies, organizations or brands you would think of. Thanks to John on the social care team on Twitter (@AskTSA),…

The Power of Listening – An Example of Customer Service

I was in Miami last week at Coldwell Banker’s Gen Blue Experience – a gathering of 3000+ agents, brokers, owners and affiliates from around the globe. Late one night my roommate for the week and I ordered room service at the Ritz Carlton. When the guy brought me my food, I asked him if he…

WTF AT&T…IDK WIIFM?

I am a loyal AT&T customer. I have been for a long, long time. I actually have all for of my digital communication services at home through AT&T – home phone, mobile service, Internet and U-Verse cable TV. I write a large check each month to them for the privilege of being their customer. (Okay,…

Customer Service on Tour – 10 Lessons on Selling Your School

Monday Morning Match is a post – maybe a quote, inspirational story or idea – intended to spark some motivation inside each of you so your week gets off to a fantastic start on Monday morning. This weekend I took my soon-to-be high school senior daughter Riley to Clemson University for an official campus visit….

At the Heart of Great Service

The customer had tried other service providers before. Oftentimes there was no answer. Sometimes there was an answering machine stating “how important your call is” but obviously not so important to have a staff member to take the call in person. Of course there was always those times when the customer was prompted to “listen…

Say Yes to an AYS Attitude

I’ve said it for the last few years – “great service” isn’t enough anymore. It’s too easy for today’s customers & clients to look elsewhere for something newer, fresher, better or different. If people do a Google search and don’t find what they are looking for on the 1st page they don’t go to page…

Feeling Neglected in the Neighborhood

“Hello. Welcome to Applebee’s,” said the cheerful host. “Table for one?” “Yes, it’s just me. Can I get a booth over there?” I asked, pointing to a row of open tables along the side of the half-full restaurant. The young man walked me over to the open booth, handed me a menu and told me…

FitBit is Legit When It Comes to Customer Service

When Wearable Technology Wears Down The alarm clock on my FitBit Charge wakes me up each day at 5:15am. Three subtle vibrations shake me from my slumber and remind me it’s time to start a new day.  I’ve been really disciplined about my exercise so far this year so I usually head downstairs, grab a glass…