Tag Archive | customer driven



Is this like the dinosaur eggs, rare and valued when you find it ?
When it’s said to go beyond people’s expectations today, it’s because it at least enables your employees to meet the minimum of what your customers’ expect. Standards have changed and this is a challenge.

I have noticed many subtle changes. I notice a few days before I was to travel that my airline seat was missing from my document and anyone who knows me know I have a seat and check and recheck. I call the airlines to ask what happened,why now all the seats on the airline was booked, and why did I have to wait to check in at airport. I’m also a gold status on this airline. Quotes from a supervisor, “It happens sometimes”
Not we are sorry, let me check into it or no worries you will have a seat upon check in
No solution. Vagueness.  It’s not my problem philiosophy.

I have been at a world-famous amusement park recently and was at a reception. As I watched the service and interaction it was sad.
This park  trains their team on anticipating customer needs. YOU would think that when someone asks for a bottle of water someone wouldn’t shrug their head or  say we are out of it, but would say let me get it.

I’m sure as you read this you are reliving some of your own #negative customer experiences. I can go on and on. Is it this summer? Is it the age? Is it…?  Lately it’s not about making the customer feel special or exceed expectations,it’s about barely solving their issue or challenge and about checking it off their to do list.

Great customer experience starts with the sales and finishes with execution whether that be in terms of a service,  product(s) or an event.

Tips for getting there include inclusion tactics into your daily hub or weekly meetings
Your team needs to be:

  1. Trained to be solutions oriented
  2. Educate about being discreet and answer tactfully to a customer
  3. Empower them with this thought,Do one to others as you would want done to you(or its in a healthcare site-to a friend, family member, etc..)
  4. Training in not only product or service knowledge but industry knowledge and customer service and feeling. Stress this as part of  training, What do you want someone to feel when they purchase your service or product?

This last item is crucial as you can get up to finish line and never cross it.
Organizations have product training solution oriented sale training or service training. They review menus with staff and specials for the day etc but leave this crucial piece out until there is a customer challenge.  There are educational resources on the internet and through your trade associations.  I am a chief experience officer and can work with your teams too.


No matter what your background it or how product/service knowledgeable teams are this is the missing  link. You can’t blame it on age or cultural or gender.
It will cost you in terms of dollars , reputation, and loyalty.

Start Fresh this Fall, invest in positive customer centric training. The time and money put into this will pay off great dividends.


clip_image002.gifChief Experience Officer



Final_attitude_logo_small3Your employee did what?

On a place recently for business on one of the top airlines. I was in first class in seat 1 A  when the flight attendant came around to asking meal selections. Guess what, they were already out. How can that be? They responded that this is what they received. Nothing we can do about it. Complain to the airline. That may be true but I am on a six-hour international flight. ?? Who is responsible? Who should make sure they have what they need to do their job?

Service staff needs to be responsible and empowered by management.

I was in a hotel and several times, they could not upgrade me because of occupancy rates. They apologized but offered vouchers for marketplace, vouchers for beverage, access to concierge floor, etc… You get the point it is not about the no it is about opportunity to say yes to something.

How many times have you heard it is not my fault? Complain to management?

It is not what happened but how it was handled. On a plane there are choices offer from the paid menu, find something, apologize it goes a long way.

Communication could be the problem up and down the business ladder.

What types of communication could have resolved this issue?

This piece of the pie seems to lose it customer experience satiety and feeling of great customer service.

  • What do your employees do?
  •  Clear and concise communicative tactics-verbal and non verbal
  • Have Empathy, compassion
  • Speak with sincerity
  • Be transparent-not shady as the younger population vernacular refers to people who aren’t authentic or genuine
  • Chose their attitude read my previous recent post for more
  • Make a difference in touch points-greeting, service, and follow up. Send an email, note, etc…to reinforce the message.
  • Find creative ways to be customer service oriented
  • Feel empowered to make a decision that would be right for the customer
  • clear on how they over deliver and under promise

Service providers who are able to successfully stage experiences will greatly improve their business by attaching a memory and feeling to a customer’s experience.

I read this recently about an incident in a coffee cafe. At first it seems like a funny story and then you reread and say what.  How can that be? How could it have been handled differently?

Customer training should be an ongoing part of your business as it is not only during the orientation that your employees need it. This should be reminders everyday about this.mystery shopper

Put in place a mystery shopper program, peer reviews from different departments, etc… To make sure you are stepping it up. Huddle meetings in your kitchen.

Customer service can cost millions of dollars in sales and  trust, loyalty and reputation.

The complaint should be heard but the opportunity is wowing your guest by resolving it above and beyond the expectations of guest.

Coaching and redirecting staff will fix for future situations but it’s what you’re doing right now to win your guest back.




I have been the  keynote speaker at several associations, sales meetings. and hospitals retreats the last few months.  I have spoken to the audiences on “What’s in it for me?”. It appears that by changing what you do for yourself, peers and colleagues reflects the entire organization.  Balancing what’s important to your company with value as defined by the customer will help separate the thriving businesses from those that continue to muddle along as they always have.”

A few ideas to implement to get started:

  • Reenergize yourself and win at what you do. (find time to do what you like, give yourself off from technology one day a week or at least a bulk of time)
  • Make a difference in how you conduct your business.
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  • Make a difference in how people perceive you in business and your organization.
  • Realign your thinking, strategies and change yourself and your organization to be more responsive and to make a positive difference.
  • No matter how big or small your organization is, the reality is you should be hearing or reading your peers, clients and colleagues messages. Are you? Change your organization’s culture to be more responsive and make your work experience that one that you want to participate in everyday.
  • Recognize your peers, and colleagues publicly and even yourself everyday. (as simple as giving yourself a moment to reflect)

People are born in this world as assets, not liabilities. In the end, we are the product of expectation. Expect a lot, and you create amazing people” -unknown

Service is the lifeblood of any organization. Everything flows from it and is nourished by it. Customer service is not a department – it is an attitude.” Unknown

In every life, we have some trouble, but when you worry, you make it double. Don’t worry. Be happy.” Bobby McFerrin (1950 –) American music artist.10-time Grammy Award winner

Everyone has the ability to do great things, but attitude will determine how well you do it. Make today a great day!” Marsha Diamond, Business Development Advisor, Inspirational Speaker.

I think we shouldn’t forget the passion in our business. Passion=Great Customer Service.  Share with me what makes you passionate about your business? Life?