by jamie | Aug 19, 2021 | Customer Experience, Moment of Truth
It was 92 degrees and I desperately needed to find shade while waiting for my car to pass its annual state inspection. I hunkered down on a shady bench outside a tobacco shop in an adjacent strip mall. It was the first bench I saw. For the next 45 minutes,...
by jamie | Apr 16, 2021 | Employee Engagement, Moment of Truth
Some people are just meant to help others. It’s as if they wake up, bounce right out of bed and say, “who can I assist today?” I had the good fortune to interact with one of these individuals recently at Target, where we purchase many of our bulk household items...
by jamie | Jan 5, 2021 | Employee Engagement, Moment of Truth
I feel cared for every single day thanks to our postal service worker, Glenn. Our mail is delivered in a timely fashion and the mail from old owners of our home and that of an erroneous nature are removed from our pile. However, these are expectations of any postal...
by jamie | Jan 21, 2020 | Customer Experience, Moment of Truth
My husband and I have a tradition of going to Brigantessa for dinner on Christmas Eve and afterwards we always go for a drive to view some amazing South Philly light displays – The Miracle on South 13th Street and 2700 Smedley Street. This year we decided it was...
by jamie | Mar 29, 2017 | Anticipating Needs, Moment of Truth, Service recovery
My husband and I checked-in to the Hotel Monaco last month for a stay-cation. Well, not exactly. We were in the middle of a kitchen renovation and had to exit our home for the week while spray foam insulation was being administered. Soon after...
by jamie | Aug 18, 2015 | Moment of Truth, Personalized Service
One of the best and worst parts of my job is that I can work from anywhere. Conducting field research while traveling is a true perk but it also means I can’t turn away from service oversights. On a recent hotel stay at a 4-Diamond resort in Asheville, NC,...
