Room #9, That Never Was

Room #9, That Never Was

Being trustworthy and having integrity are two valuable qualities all service providers and business owners must exercise consistently. Can your customers rely on you to provide them with what they expect? Can they depend on getting what they were told they would get?...
The Point of No Return

The Point of No Return

Picture this. You’ve been a patron of a store, company or restaurant for some time and have received good service. One day, you visit this establishment, receive very poor service, are extremely disappointed and vow to never return again. Have you ever...
Are you Comfortable?

Are you Comfortable?

Last winter my wife and I were dining at a Sushi restaurant. When we first arrived, we were seated near the door, which was propped open. Feeling an uncomfortable chill in the air, we asked if we could move to another table; our request was promptly fulfilled....
Service Regardless of Remuneration

Service Regardless of Remuneration

Last week, I visited a small town north of the city.  A local resident indicated that a special event was taking place in the town park, a small fair with craft booths, vendors, music, etc.  On stage was a musical group playing a variety of songs.  Upon finishing a...
Forgotten Tools

Forgotten Tools

A few weeks ago, I called my optometrist’s office to confirm an upcoming appointment. An automated answering machine took the call instructing me to leave my name and number and someone would soon be in touch. Seven days later, I received the return phone call....
Making Things Right – Experience Recovery

Making Things Right – Experience Recovery

No one is perfect and service failures are likely to occur. When they do, the better the staff is trained and prepared to handle the service recovery, the better. Here’s a story which exemplifies good, efficient recovery from a service failure. I had ordered two...

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