by jamie | Nov 1, 2022 | Customer Experience, Personalized Service, Service recovery
Last week I attended my cousin’s wedding in Denver, CO and it was the first plane travel I’ve had in years. One of the many things I absolutely love about travel is the opportunity to observe and experience numerous customer touch points in an accelerated...
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...
