An 11-Star Experience in the Face of COVID-19
When I read this story I was blown away.
Read More
Tag: customer service
Legos, Senior Living, and Customer Service
Legos takes this customer seriously. We can do this too.
Read More
The Same Exact Job, the Same Exact Duties — Radically Different Experiences
If you are a regular reader, you know I fly a lot and it’s been a great place to experience customer service in real life. This story is one of the most amazing customer service lessons yet!
Read More
Teaching Our Team Members Not To Care
Over time your staff go from caring to not caring, from providing great customer service to providing ordinary — or even crummy — customer service.
Read More
It Has Been A Pleasure Serving You
One single, simple comment and I went from thinking “Wow, it wasn’t that good” to “You know, he was pretty pleasant.”
Read More
Could Bottled Water Get Your Senior Living Community to 100% Occupancy?
It’s the little things . . . seriously, it really is!
Read More
When We Are Not All We Can Be
If most taxi experiences were even close to this experience, Uber and Lyft would never ever have gotten off the ground!
Read More
A Cringe-Worthy Teachable Moment
Never forget . . . customer service begins with that very first phone call!
Read More
Stupid Customer Service — Lessons for Senior Living
There is this notion that the best place to recruit staff is from hotels. I am not quite so sure that is true . . .
Read More
How One Person Can Save the World . . . or, At Least, Your Company
Can you teach someone to have a good attitude?
Read More
How Important Is Data for Your Results?
On a radio broadcast recently, an “expert” described data as the new oil. The point was that data has supplanted oil as the ubiquitous element affecting business results.
Read More
What If We Are Getting It All Wrong?
What if with the kindest, most well meaning heart we are doing things we think are in the best interests of residents, families and team members . . . and yet the things we are doing are actually bad for them?
Read More
