Know what drives me crazy as a customer? Bottlenecks and constraints in businesses at the worst place in the customer experience: the register. In the last week, I visited a Target and a Home Depot and had a positive customer experience right up until checkout. The cash register is the last area you want to […]
Read MoreToday’s story comes from a trip to the grocery store, the one with the parrot if that helps you connect to the tale. Immediately I had a favorable impression of the checkout clerk, Aiden. He had great posture, a smile on his face, and an energy about his work. Our, “How are you this evening?” […]
Read MoreI’ll come right out and state that this week’s RemanU may have less insights than what you have come to exapect and little to no call to action. Regardless, I’d like to share my experience summary on a recent purchase… It was time to give mom back the push mower I borrowed 8 years ago (don’t worry she has […]
Read MoreA couple of weeks ago, my furnace kicked off sometime in the middle of the night. In the morning, it was cold. Really cold. And I have a baby. We solicited the advice of friends and family, tried those little tricks you should try, and then began the calls to see how soon someone could […]
Read MoreSo, I’m in Chicago last weekend with my family and decided to take Baby Marlow, our 3 ½ -year-old daughter, to American Girl on Michigan Avenue. I knew I was in for an expensive trip, but I wasn’t prepared for the single most ridiculous thing that has ever happened to me at the register in […]
Read MoreI’ve come to think that the old adage, “The customer is always right!” is only useful for someone just learning service. It’s a safe way for a new or entry-level employee to operate. In my role handling escalations, responding to complaints and maintaining a company’s reputation, I have come to a deeper understanding, and you […]
Read MoreMost of us have jobs that involve customers and customer service, even if that is not in your actual job title. My question to you today is when is it appropriate to do something extra-ordinary? Chances are, “Do something special for customer,” is not on any forms at your organization, unless you work at Zappos […]
Read MoreThe dual Christmas and New Years holidays serendipitously fell on two consecutive Monday and Tuesdays. This meant: 4 day weekends, slow work weeks, and lots of time to celebrate and relax with my family. For the first time since my maternity leave, I had a lot of quality time on my hands with my son. Email notifications […]
Read MoreI recently moved. You know the story: packing everything I own, finding a day I could coordinate everyone I needed to help at the same time (and a truck, and a trailer), cleaning crevices in my house that haven’t seen daylight for the better part of two years (who cleans the top of the molding […]
Read MoreThe holiday season brings family together, rewards some of us for enduring cold weather, and carries on traditions. It’s the most wonderful time of the year… especially if you are a football fan like me. Football is a tradition and a passion among many in my family, with my coworkers, and with our customers (right, […]
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