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 | 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...
by jamie | Sep 15, 2022 | Customer Experience, Employee Engagement
Details matter the most. Especially when you have customer facing employees. Taking that extra step may require additional time and effort, but it provides the customer with correct information and makes for an all-around better experience. While on...
by jamie | Aug 25, 2022 | Employee Engagement
Over the years I’ve practiced strategies to deter and redirect the “constant hand raiser” and the “sleeper” in my college classes and workshops. Yes, even I get the occasional sleeper. After almost a decade of practice, I now feel comfortable calling out these and...
by jamie | Jul 15, 2022 | Employee Engagement
My daughter couldn’t go swimming in the lake at our recent Catskills vacation because no lifeguard was on duty. Our passport renewal appointment was cancelled because, again, there wasn’t adequate staffing on a Saturday. Lastly, self-checkout kiosks...
by jamie | Jun 27, 2022 | Employee Engagement, Moment of Truth, Service recovery
Sometimes you just have to laugh, rather than cry, when a customer interaction doesn’t go as planned. This was the case last month when trying to renew my daughter’s passport. But just because you laugh doesn’t mean it’s funny. An in-person...
