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...
by jamie | Feb 22, 2021 | Empowerment, Service recovery
I understand why policies exist. I write policies for companies. But sometimes policies are made to be broken. All I needed was a gift certificate, a simple paper gift certificate for a silent auction at my 20th high school reunion. I was on the planning committee...
by jamie | May 2, 2018 | Service recovery, Under promise over deliver
It took 4 staff interactions at a recent hotel stay in Philadelphia to successfully get a mini refrigerator placed in our room: 1) 2:30pm: upon initial check-in with guest service agent who said she would make the necessary request while we were waiting for our room...
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 | Jul 6, 2015 | Customer Experience, Moment of Truth, Service recovery
I love going out to eat, especially when it’s somewhere new. Throw in an award winning chef and a memorable ambiance and you have a recipe for success.Well, not exactly.Service is a key ingredient, too. I am much more likely to return to a restaurant with...
by jamie | Jan 17, 2015 | Moment of Truth, Service recovery
Meeting and exceeding the needs of your customers is the single most important task most companies face today. Too frequently the customer walks away dissatisfied, and 89% of customers who experience poor service will never return. I witnessed this...
