Clearly this guy thinks the customer is never right

When we sat down at our table we noticed no one had food in front of them. You know the feeling….Uh oh, should we leave? Our order was taken within 10 minutes. 30 minutes later my pancakes arrived. Yep 30 minutes. Seriously, how long does it take to make pancakes and some eggs? And while my rushed Northeast attitude was getting the best of me I tried to remind myself that I was in a slower paced part of the country. And it was Sunday; the day of rest. And there is always something to observe, laugh about, or comment on in a blog entry. Oh, and of course you could always have conversation with your dining companions. And even better how often do I get to eat in an outdoor sidewalk cafe in February? Enjoy the moment. But 30 minutes for pancakes and a few eggs? Clearly this was not the Waffle House; whose goal …

Why your employees hate you and why we won’t be back

Dear Manager or Supervisor, The other day we stopped in to your place of business seeking information on how you could help with a new product being developed. We were working with one of your employees. Nancy was doing a great job answering our questions and providing us with the information we needed to make an informed decision. She was knowledgeable. She listened. She asked questions to get us talking. We were talking and laughing. We were excited about the potential of this new partnership. Her customer service was great. The customer experience was flawless. Then you came along and the train wreck began. You interrupted. You tried to sell us rather than listen to us. You were “telling” us what we needed to do and not trying to even learn our objectives. Basically, you were a jerk – not really the word I wanted to use. We looked at Nancy, smiled …

My publisher sent me the UPS tracking number on Tuesday. My books were shipped to the client for an event next week. This morning I decided to see where in-transit the books are. My house. In CT. I am in Florida. My client is in Florida. The books are supposed to be on the way to Florida. the event is next week. PANIC! Okay, be honest, would you be panicking? Would you be thinking about what needs to be done? Would you be thinking about how to fix this or getting aggravated and frustrated? Would you be pointing blame or correcting a mistake? Would you be asking yourself why people can’t follow simple instructions?   Left a voice mail and an email for the publisher to get in touch with me ASAP. Called the house sitter and my neighbor to orchestrate a “Miracle on Rich’s Street”

10 minutes and 4 questions to a happier workplace?

We’re all on information overload. We have the attention spans of cauliflower. We’ve got no time for deep conversation. We can’t sit through dinner or a movie without feeling the need to check-in, tweet or update a status rather than conversing with people or watching a story develop. This was confirmed as I watched Valentine’s Day couples last night at dinner. All of the above is why I wrote Diary of the Happiest Employee On Earth in the format which it was written. 52 short entries, or as I like to call them….Provoking Thoughts, to get you talking and thinking. The process to read an entry and have a quick discussion on how to apply the idea to your workplace shouldn’t take more than 10 minutes. 10 minutes. That’s 10 minutes as a meeting opener. 10 minutes as a quick Recess in the afternoon. 10 minutes at any point in the day …

Let your customers pave the way to a happier employee experience

When making an appointment with a doctor I try to get the 1st appointment in the morning or after lunch. You know why. Today, before a long few weeks of travel, the only option I had was a 12:00 slot. I was promptly taken to the exam room. About an hour later the doctor came in. The magazines and pamphlets in the office were boring and there were no “toys” –  plastic skeletons, hearts, brains or bladders to take apart and put back together. While I waited I broke their rule of no cell phone use instead. I answered emails, tweeted, talked to some friends on Facebook, played a few games of bowling, and took the profit on a stock. Believe it or not the hour wait, which was interrupted 2X by nurses coming in to do their part (and possibly to make me feel that I was not waiting??), went by before I knew …

How do you recognize the employee of the month?

  Out and about yesterday I caught this sign at a local Walgreen’s pharmacy. I had to turn around, pull into the parking lot and take a picture. What did we do before smart phones? I don’t know about you but I would have gone into Walgreen’s and bought a disposable pocket camera. I wonder what the criteria was?  I wonder if it was based on customer service? Teamwork? Attendance? Going the extra mile? I wonder how Kimberly felt when she arrived to work and saw her name right there in downtown Waterbury, CT. I wonder what her co-workers thought? Was there a big party with cupcakes and milk to honor her? (Or leftover Christmas candy in the clearance aisle?) In the spirit of Super Bowl Sunday and all the illegal gambling that occurred yesterday maybe they should start making some fun wagers (someone buys coffee or lunch) and guess who next …

An open letter to prospects about your actions

Dear Prospect, Might I remind you, it was you who called me. You inquired about my services. I met with you and/or talked with you at length regarding your needs. I followed up wtih a formal proposal like you requested – and a creative one I might add. You then blew me off. Did not return phone calls, emails or handwritten notes. On most days my self-esteem is high. If you chose someone else who suited your needs better, had a lower price or whatever I am fine with that. If you cancelled your event or changed your mind I am cool with that too. And if you weren’t really the decision maker all you had to do was tell me that. Why aren’t you fine with doing the right thing and responding to me? Now Mr. Prospect, ironically I am currently in the market to use the products and services of a company just …