by jamie | Jan 26, 2023 | Service recovery
I love to ice skate. I always have. And this was going to be the year that I finally treated myself to my very own pair of skates! Rather than supporting a big box retailer, I decided to give my business to a local family-owned ice-skating...
by jamie | Dec 13, 2022 | Customer Experience
Two notable (and expensive) restaurants, a block from each other, left us with very different emotions on back-to-back weekends. Restaurant 1: · Empathetic hostess when difficulty with parking made us late.· Smiling server “held our hand” and showcased passion, joy...
by jamie | Dec 1, 2022 | Customer Experience
This is me. From the perspective of the diner who chose to forgo their dinner and instead sketch me as I was dining with my family. It was awkward and completely detracted from my enjoyment of my meal and time with my husband and daughter. Was this...
by jamie | Nov 1, 2022 | Customer Experience, Personalized Service, Service recovery
Last week I attended my cousin’s wedding in Denver, CO and it was the first plane travel I’ve had in years. One of the many things I absolutely love about travel is the opportunity to observe and experience numerous customer touch points in an accelerated...
by jamie | Oct 25, 2022 | Customer Experience, Employee Engagement
It took 2 phone calls and 3 post office visits (at 3 separate locations) to find my “missing” package. All due to misinformation from the very first person I spoke with and a few misguided recommendations along the way. Yes, I was very frustrated, but it gave me...
