-
April 28, 2012
No matter how you look at it, serving is about giving. In fact, giving, sharing, helping and teaching all go hand-in-hand. When I wrote The Double-Platinum Rule, my intent was to highlight the importance of going beyond merely meeting expectations. I wanted to emphasize the importance of looking for opportunities to exceed customer expectations. In fact, The Double-Platinum Rule is treat others the way they don’t even know they want to be treated. ...
Full story
-
March 24, 2012
In any personal relationship, building trust is a key ingredient. Without trust, there really is no opportunity to deepen the relationship or have it evolve beyond the superficial stage. The same is true for customer relationships. To build trust and, loyalty with your customers, three elements are needed: competency, integrity, and follow through. Basically, if you know what you are doing, keep your promises, and follow through to ensure that your customers are happy, they ...
Full story
-
January 30, 2012
Everyday there are many employees who go to work, and are looking for one thing. No, the one thing I am referring to has nothing to do with compensation. The “one thing” is more intrinsic in nature. These employees are looking to be inspired. Tony Zseigh, CEO of Zappos.com, made a very interesting statement that really resonated with me. He said, “At Zappos.com, we stopped looking for ways to motivate our team and started ...
Full story
-
December 10, 2011
When I am traveling in the U.S., my favorite airline is Southwest Airlines. It is very obvious to me that Southwest understands that customer service is more than just a public relations statement. For example, they give you the option of having a customer service phone representative call you back instead of waiting on hold for a long time. Just recently, I had two business trips that required me to seek out other airlines because ...
Full story
-
October 22, 2011
The more I think about it, the more I realize that serving is about honoring. Hoteliers and spa professionals honor their guests…healthcare professionals honor their patients…educators honor their students and so on. To fully understand what this article is about, let us first define “honor”. A quick review of any dictionary will find that the word it means to show high respect or to hold in high esteem. No matter what industry you are in, ...
Full story
-
September 18, 2011
As a follow up to my article about being eager to serve, it is important to highlight the importance of the entire welcome experience. There is a popular saying that goes, You never get a second chance to make a first impression. While it is possible, it can be difficult to bounce back from a poor welcome experience. Importance of the Welcome On a recent trip, I drove up to the ...
Full story
-
August 06, 2011
On a recent family trip to Bali, we had the privilege of flying on Korean Air. Virtually every touchpoint was memorable. Everything from the reservations process, to the actual flights, was world-class, and I was able to glean some key learning points to share with you. I am a firm believer that whenever you learn something, you should share it so that others may also benefit. The important thing is that any organization, in ...
Full story
-
July 10, 2011
I have two confessions to make. One is…I am a huge fan of Zappos.com. So much so that I am dedicating a large chunk of this article to their renowned service culture. Every time I meet someone who has shopped at Zappos.com, the reaction is always the same, “I love Zappos!”, “They are the best”, etc. For those who don’t know, Zappos.com is a successful online shoe and apparel retailer. My second confession is, as ...
Full story
-
June 28, 2011
Listen to Bryan give the background and inspiration behind the "EngageMe" line of merchandise. It is amazing how a negative situation can be used to create a very positive one. Watch and enjoy!
Here's a link to the official EngageMe video slideshow: http://shop.bwenterprise.net/product.asp?productID=48527
This is a link to view our line of EngageMe merchandise: http://shop.bwenterprise.net/display.asp?DepartmentID=2042
Full story
-
June 28, 2011
Contrary to what many people think, wowing customers does not have to be an expensive task. Many times a WOW moment may not cost anything. Look for ways to wow daily. The key word is daily. Behaviors become habits when they are done everyday (preferably multiple times per day). To inform and inspire is to add value to someone else's life. The double-platinum rule is about providing knowledge that someone can take with them.
Full story