by jamie | Nov 29, 2023 | Employee Engagement, Service recovery
One of the many things that bring me professional joy is helping soon to be Septa bus operators think about the many ways they can make a positive first impression with their passengers. I’ve worked with 8 cohorts of bus operators over the last few years and I always...
by jamie | Nov 7, 2023 | Empowerment, Moment of Truth
I got to see PINK in concert last month and I was blown away by the production, the technology, the sets, the costume changes. All of it. Most of my previous concert experiences had been with singers who just sang into a microphone. A one trick pony. Not someone who...
by jamie | Oct 23, 2023 | Employee Engagement, Empowerment
Jury duty last week was awesome. Yes, awesome. All because one employee, who was responsible for the jury assembly room, remembered their purpose. · They acknowledged and welcomed first timers.· They encouraged us to say “Go Phillies” or “Go Eagles” rather than “here”...
by jamie | Oct 17, 2023 | Customer Experience, Moment of Truth, Service recovery
While out to dinner at a full service winery, my family was impressed with the handheld POS system used by the server. · Food/drink orders were entered with a push of a button...
by jamie | Sep 25, 2023 | Empowerment
All summer my daughter had been working towards earning her Red Cross “Green Cap” in swimming at camp. The test for a Green Cap would require that she could complete a list of required skills in 10 feet of water. Currently, she could do everything in 3.5...
