Promises
“People forget how fast you did a job – but they remember how well you did it.” – Howard W. Newton Promises It was early in my career and late on a Friday night. All of my friends were out on the town and waiting for me. I had a report due that day and was working […]
Where Everyone Knows Your Name
“Courage is simply doing whatever is needed in pursuit of the vision.” – Peter M. Senge, The Fifth Discipline: The Art & Practice of The Learning Organization Where Everyone Knows Your Name “Where everyone knows your name… and they’re always glad you came…” Do you make our customers feel this way? Do you know them and […]
Loyalty or Sales Strategy?
“Action springs not from thought, but from a readiness for responsibility.” – Dietrich Bonhoeffer I have a favorite restaurant that I go to frequently; I’ll be honest… it’s the bar at a nice restaurant. I enjoy this place because the bartenders Jason and John make the experience so pleasant. Several months ago, the restaurant started a loyalty […]
Great, not Good Service
“In about the same degree as you are helpful, you will be happy.” – Karl Reiland I was working with our team in Seattle this week and we were discussing the tenets of good customer service. If I learned anything working at Nordstrom, it’s that good customer service is proactive, not reactive. If someone takes your […]