by jamie | Oct 29, 2025 | Customer Experience
True or false? Service recovery should involve a scripted and automated reply. Service recovery should require the customer to do extra work. Service recovery should leave the customer without a solution. I had been waiting six months to see a new doctor...
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 | 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...
by jamie | Jun 6, 2024 | Customer Experience, Employee Engagement, Moment of Truth
This month we celebrate National Pineapple Day (6/27) and since a pineapple is the universal symbol of hospitality, I wanted to take a deeper dive into what it really means to be hospitable and the way it makes people feel. The dictionary defines hospitality as: being...
