Chick-fil-A bringing back family time by offering a cellphone challenge
How many times has this happened to you; you go to dinner with your family |
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![]() What is your company’s guideline when it comes to responding to customer e-mail inquiries? Most companies I have worked with or visited typically require a 24 turn around time. That has been the standard for quite some time – but does it still hold true? On a recent trip to visit a client, I was taking an Uber to the airport as I began my journey home. During the ride, the driver and I were chatting away, when suddenly he said, “Whoops, should have taken that last exit. I did not think much of it – I had plenty of time, and I figured we were not going too far out of our way. I would realize later that this would have been a great opportunity for my driver to practice Zero Risk – |
Filed under: Customer Experience, Customer Service, Customer Service Consulting, Customer Service quotes, Customer Service Revolution, Customer Service skills, Customer Service Training
A Secret Service ATM – A Canadian Bank, TD Bank, thanks their most regular Customers in the most personalized
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Filed under: Customer Experience, Customer Service, Customer Service Consulting, Customer Service Revolution, Customer Service skills, Customer Service Training, Customer Service Vision, Secret Service Summit, World-Class
The world’s friendliest restaurant – Tim’s Place may have my favorite service vision ever: “World’s Friendliest Restaurant.” One rule to creating a Customer service vision statement is it shouldn’t be too over arching, too unrealistic. It needs to be actionable, every time, by every employee, with every Customer. Guess what? Tim’s Place delivers on their service vision! Why? Because service aptitude starts at the top, and their leader, Tim, possesses the highest service aptitude I have ever seen. Tim’s Place is a unique full-service restaurant in Albuquerque, New Mexico, serving breakfast and lunch. Their service vision statement captures exactly who they are and what one can expect when visiting them. The famous quote from Walt Disney, “If you can dream it, you can do it,” has been the driving force behind the life of Tim Harris. Born in 1986 with Down Syndrome, Tim’s life has been defined by exceeding expectations.
We offer Breakfast, Lunch, and HUGS – After working several years in the restaurant industry as a Host and seeing the impact Tim had on people by the way he greeted them, Tim’s parents decided Tim should own his own restaurant. In 2010, Tim’s Place opened for business, where they offer Breakfast, Lunch, and Hugs. “The key to our concept is the Customer service experience. We believe that people have a huge appetite for being genuinely welcomed, connected with, touched, appreciated, and genuinely cared for. We believe too many experiences in our busy modern lives are impersonal, sterile, and devoid of genuine human connection,” so states the Tim’s Place website. You have to watch this amazing three minute video on Tim and his restaurant. I guarantee you will want to share this with your staff.
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Filed under: Client Services, Customer Experience, Customer Service, Customer Service Consulting, Customer Service Revolution, Customer Service skills, Customer Service Training, John DiJulius
Apple -Top Brand Customers cannot live without – For the third consecutive year, Apple was named the top brand consumers can’t live without. Other companies that consumers couldn’t live without were Amazon, Dell, Coca-Cola, Google, Microsoft and of course Starbucks – former presenter at the Summit. Are you brave enough to ask the tough questions? Most companies that do Customer satisfaction surveys ask the typical questions:
These are all good questions that should be asked. However, they don’t measure true emotional connections made with the Customer. That requires a different set of questions, a different mindset, company confidence and the courage to ask. Can you imagine a world without Ritz-Carlton? The Ritz-Carlton has a strong tradition of measuring Customer satisfaction. However, if you ever stay at The Ritz and are asked to take their satisfaction survey, you may find some questions that seem a bit unusual like, “I can’t imagine a world without Ritz-Carlton.” While this may seem like an odd question, the Ritz-Carlton Hotels are not merely trying to measure guest satisfaction, but rather Customer engagement. It is a better metric of the emotional connection and perceived fit held by a Customer toward a business, and overall Customer loyalty. |
Filed under: Above & Beyond, Customer Experience, Customer Service, Customer Service Consulting, Customer Service Revolution, Customer Service skills, Customer Service Training, John DiJulius
![]() Major league baseball team owner tells unhappy fans to stay home – Service Aptitude starts at the top, and it is clear that Colorado Rockies owner Dick Monfort could use a seat at the summit. The team isn’t playing well, which typically results in fans venting their frustration. Shockingly, Monfort has chosen to respond to fans’ emails with responses like: “By the way you talk maybe Denver doesn’t deserve a franchise, maybe time for it to find a new home. Thanks.” And another that said, “If the experience is that bad, don’t come to the games.” As a result of the backlash from the fan base, Monfort was forced to issue a public apology.
A Widow gets a pleasant surprise from a server – Up until the husband passed away, a couple spent 31 wedding anniversaries together at the Red Lobster. After the husband’s passing, the widow’s daughter took her mother to the Red Lobster on their anniversary date. Instead of a bill, they were surprised to receive this note from their server: We are sorry to hear about your husband’s passing, but we appreciate your loyalty in spending 31 years of your anniversary with us. For your appreciation your meal is on us! We look forward to spending your next anniversary with us!
Sincerely,
Red Lobster + your server, Taylor |