by jamie | Feb 27, 2025 | Customer Experience, Employee Engagement, Moment of Truth
Human nature tells us to avoid long wait times and to seek out opportunities where we can receive quick service. For example, we’re told to: · Avoid a bank on a Friday afternoon · Avoid the...
by jamie | Jan 28, 2025 | Empowerment, Moment of Truth
Ever since I was a little girl I’ve been captivated by Julie Andrews and The Sound of Music. Coincidentally in the last few weeks when it felt like so many professional doors were closing, I kept searching for an open window, and surprisingly one would...
by jamie | Oct 28, 2024 | Customer Experience, Employee Engagement
Overheard at a Trader Joe’s – an exchange between a cashier and a customer, all while bagging groceries… Employee: How was your morning? Customer: It was good. I had class. Employee: What class are you taking? Customer: Global Climate Change and it felt good to...
by jamie | Sep 10, 2024 | Customer Experience, Employee Engagement
Have you ever stopped to consider how a business makes you feel? What is your energy like when you enter? Or over the phone? What is your energy like when you leave? Or hang up? Do you leave with a smile on your face? Or are you shaking your head exasperated over the...
by jamie | Jul 22, 2024 | Customer Experience, Employee Engagement
Someone took my putter at a women’s golf clinic. By accident. I am a left handed golfer and someone, who had the same set of clubs, took my putter and left behind a righty putter. They would eventually realize their mistake. But when I mentioned the inadvertent switch...
