by jamie | Jun 7, 2023 | Uncategorized
My husband’s annual fundraiser gala for work was at Citizens Bank Park this year, home of the Philadelphia Phillies. I’m a huge baseball fan, (even a former Phillies Ball Girl from 2004 & 2005!) and the invitation stated that Jimmy Rollins, a fabulous former...
by jamie | May 22, 2023 | Uncategorized
It’s recital season and my daughter (pictured right) was terrified. I can relate. I was the kid (pictured left) who ran off the stage at age 5 when the curtain went up. Now I speak for a living. Go figure. But that doesn’t mean my...
by jamie | Apr 28, 2023 | Customer Experience, Employee Engagement
Upon waking up on the final morning of our Spring Break trip, we noticed the lights flickering on and off in our hotel room. It was early, around 7am, and we wondered if the hotel was performing necessary maintenance while most of their leisure guests were still...
by jamie | Mar 22, 2023 | Customer Experience, Service recovery
Frequently restaurants have a policy where incomplete parties will not be seated. This was the case at the restaurant where I dined over Valentine’s Day weekend. But sometimes, as you’ll see outlined below, it is necessary to embrace the gray and go off...
by jamie | Feb 27, 2023 | Uncategorized
According to Zen Desk, 67% of customers in 2023 say that they would prefer self-service over speaking with a company representative. But there are certain situations where speaking with a human is critical and when you can’t easily get to one, it’s unacceptable and...
