I was in London a couple of weeks ago for several meetings so I stopped in a nearby coffee shop before each one. I expected to get a bit of work done but what I got was a quick lesson on how two businesses can deliver the same service and yet leave the customer with […]
Two tales of customer service Read More »
I’ve been married for 30 years and we recently went away for a long weekend to celebrate! We had a wonderful trip and if you had asked me yesterday I would have said I thought the hotel was great too. We had excellent service and when we left, the concierge assured us that the 50
It would only have taken a phone call. Read More »
Have you ever played word association? You all take it in turns to say a word that relates to the word the person before you said? Blue – sky – thinking – dreaming – nightmare ….etc. Or Hat – Coat – Scarf – Snow and on and on. That’s how a great conversation goes. You
Do you really listen when others are talking? Read More »
When you are talking to others face to face you aren’t just listening to their words. How they are saying it … tone of voice & volume for example, affect what you hear. As does what they look like when they speak … facial expressions, hand gestures and so on. Your body language can change
Is your authority disappearing when they meet you? Read More »
I’m in the market for a new car. Although I am very fond of it, my 11 year old car is beginning to cost me more money each year than it is worth. To add to the woes of the car it was recalled last month. Apparently there was a danger that the airbags might
How to lose a sale without even trying. Read More »
At a hotel the other day I saw a sign set out with traffic light symbols to denote when they were busiest and the best times to get breakfast when in a hurry. At a recent hospital appointment I was warned I could be there for 4 hours and I wouldn\’t be seen immediately. I
The impact of setting expectations Read More »
I was in a coffee shop chain the other morning where I was greeted with a smile. My order and name were taken and I then queued to be handed my cardboard clad coffee after my name was (incorrectly) yelled out. How did the process make me feel? Not great, not bad, just OK. How
Customer Service With Your Coffee? Read More »
