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...
by jamie | May 7, 2024 | Anticipating Needs, Customer Experience
“We’re out of orange juice. Can I get you something else?” – asked our breakfast server at 8am on a Tuesday morning at our full service hotel’s restaurant. I didn’t want cranberry juice or grapefruit juice (their suggested substitutions), and figuring I’d stick my...
by jamie | Feb 21, 2024 | Customer Experience, Personalized Service
Are you finding ways to surprise and delight your customers? Customers initially choose to spend money on your product or service because either they need or want what you offer. Maybe the price/location is right. Or they’ve seen or heard a good review. But this...
