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Good timber
TweetAccording to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared to only 74.9 if there was no...
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Your customer’s problem is your problem
TweetEarlier this year, after my lawn had been aerated and fertilized, I noticed yellow grass forming along the eastern perimeter of my front yard. My initial thought was that my lawn service had...
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Are You a Genius or Smart?
TweetThe following is a guest post by Chip Bell. Chip’s latest book (with Marshall Goldsmith) is Manager as Mentors: Building Partnerships for Learning. There is a really big difference between genius...
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“I’m sorry. They’re all in meetings.”
TweetLast week, I presented during a conference that was held at a full-service hotel in Denver. My contact at the event mentioned that, earlier that morning, he discovered the iron in his room was...
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More Proof That Perception Matters
TweetI recently developed a learning activity for a client who wanted his team of 60 commercial property managers to recognize the influence that biases, preconceived notions, and assumptions had on...
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Does your website promise more than you deliver?
TweetOver spring break last month, like many Colorado families, we headed to Breckenridge for the week to ski and board. I had booked a 3-bedroom condominium through VRBO (Vacation Rental by Owner) at...
View ArticleAnticipatory customer service
Last week, three days before Christmas, I returned home to Denver from Manchester, NH after completing my final event of the year. For everyone who has ventured into an airport on December 22, you’re...
View ArticleIgnoring customers is bad for business
Earlier this month my daughter, Kennedy, brought her Bearpaw boot to me and pointed out that one of the buttons (“toggles”) used to secure the elastic laces had cracked. I took a couple of photos,...
View ArticleNice systems. How’s your service?
Yesterday, while vacationing in Breckenridge, CO over Labor Day Weekend, I bought two 100-chip sets of 11.5G poker chips at Peak-A-Boo Toys on Main Street. When we returned home last night and opened...
View ArticleWhile problems may be beyond your control, problem resolution is not
On February 27 of this year, I placed an online order for a Husky 52” mobile workbench from The Home Depot. I chose to have the product delivered to a local store for pickup to avoid the $79 delivery...
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