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. With an uncomfortable chill in the air, we asked if we could move to another table; our request was promptly fulfilled. No further...
Service Regardless of Remuneration

Service Regardless of Remuneration

Last week,  I visited a small town north of the city.  A local indicated that a special event was taking place in the town park, some sort of 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 return the call. Seven days later, I received the return phone...
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...
Mirror Repeater

Mirror Repeater

A couple of weeks ago I met out-of-province friends at a downtown restaurant. My friend’s wife was first to order and asked for one of the specialty burgers but without chipotle, which normally came with this particular burger. The waitress said this...
A Lesson From Bermuda

A Lesson From Bermuda

Years ago, I worked in Bermuda for the Bank of Bermuda’s IT Department. I’ll never forget a lesson I learned as a result of an internal campaign the Bank adopted for all its departments. The campaign was called “Do it Right the First Time / Zero...

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