Monthly Archives: August 2015
Guest Service: DON’T CALL ME SWEETIE!
“Happy New Year ‘Sweetie’! What can I get you?” “Hey ‘Honey’, let me help you with that?” “Let me put you on hold, ‘Doll’, while I check for you.” Aaaaggghhh! I don’t know these people?!!! Do they think they know … Continue reading
Service by Mail: Define the Promise and Deliver It!
Promises. President George Washington, whose birthday we just celebrated in February, said “Undertake not what you cannot perform, but be careful to keep your promise.” Easy to say, hard to do. Even easier to write and then turn over to … Continue reading
Insensitive Words Can Create Sensitive Guests
Sticks and Stones may break my bones but words will never hurt me – unless the words hurt my experience and make me mad. The first part of this classic phrase, usually introduced to young children, teaches us to be … Continue reading
Lip service vs. guest service
Saturday is my day to recover from a busy week. I was ambitious recently and scheduled a full day to get my rest in one of Fort Lauderdale’s newer full-service dayspas. On the agenda: a manicure and pedicure.When I called … Continue reading
Was that a lilt in your voice?
High notes, low notes, coughs, gulps, groans and deep sighs, boredom, rudeness,reticence, enthusiasm, frustration — wait a minute, back up — enthusiasm in a phone call? I was prepared for most of the above but not enthusiasm, especially since today … Continue reading
Sixth Grade and Service Excellence!
Recently I was asked to speak to Midde School students at my son’s school, Pine Crest School, in Fort Lauderdale, on 21 Century Skills to encourage building expertise and adaptive abilities. As one of six featured speakers from a variety … Continue reading
Patient Expectations! Patient Service! Patient Excellence!
Can all of these be combined into one solid prescription for positive patient experiences? Recently, I had the opportunity to speak to the Bro ward County Medical Association in South Florida to discuss this very issue. Cynthia Peterson, Executive Vice … Continue reading
Organic Service
“Vivi” at Tee-Jay Thai Sushi in Fort Lauderdale knew we were in a hurry when we sat down. We only had 30 minutes to enjoy one of our favorite meals and let her know. She reacted instantly with positive understanding, … Continue reading
Being “In the Moment” with the Past, Present and Future
“Le Joie de Vivre”, the Joy of Life! A few weeks ago I was in Paris and loved feeling this expression everywhere I went! There were so many brief and spontaneous interactions that allowed me to be “in the moment” … Continue reading
Don’t Put Service in a Box!
In one of my recent boxing exercise classes my instructor Luiz greeted each student individually as he always does. He was also asked about a recent competition for one of the boxers he coaches over and over again. Each time … Continue reading