Even at Disneyland, the rules are subject to interpretation

Last week I got to hang with some of my favorite people – Parks & Recreation professionals. I was speaking at their annual conference. After my 1st session I decided to head over to Disney California Adventure for some decompression and fun. I was alone. The delegates were still earning their CEU’s. I’m used to eating alone. Traveling alone. Going to bars alone. Why not go to an amusement park alone? But  how happy was I when I found out about “The Single Rider” pass. Woo-Hoo!!!! Yep, if you’re a single rider you get sent on a different line. Most often a faster line. So when someone is the 3rd or 5th wheel; you make them feel a bit better by having someone to sit with. It also helps the “cast members” trying to move the line along as they no longer have to listen to people whine about being separated from …

Happy Employees in CT

The 3rd Thursday in June is Recess At Work Day; an opportunity to focus on employee happiness, engagement and morale. But did you know that September was National Manufacturing Month? And in a world where here in the U.S. we have seen so many manufacturing jobs go away, you gotta love this video put out by the Connecticut Business and Industry Association. Great piece of PR for manufacturing in CT. But I’m just glad to see Happy Employees having fun at work!   Is Employee Happiness on your mind? Check out my latest book: Diary of the Happiest Employee On Earth.

Press 1 for great customer service!

We all want great customer service! Every one of us! We want people to go above and beyond to treat us like a valued customer. Or do we?…………………… Take Enterprise for example. The rental car folks. When I rent a car from Enterprise they go out of the way to acknowledge you when you enter their facility; especially if there is a short wait. They walk you to the car. They check over the car with you. They familiarize you with the car a bit. Their employees have even shared with me their favorite cars or favorite features about the car I am renting. It’s a nice touch and one of the reasons I rent from them. I like it. I like being engaged. I like the customer experience their employees offer. So then why did I feel they were holding me hostage on a recent trip? Can’t you just give me the …

You make a mistake and how is that the customer’s fault?

If you’ve ever pulled into a parking lot in NYC or any big city this is how it usually works: You pull into garage. Attendant comes over to you. They write your license plate number and perhaps make/model of your car on a claim check and hand you a portion of that claim check. You walk away and they park your car. You return you hand them the claim check. You then listen to screeching noises in the garage ramps above you assuming your car is now being qualified for the Indy 500. Your car arrives. You do a quick walk-around for large dents and pieces of other vehicles which are now your latest car accessory  You tip the employee for not  damaging the car and drive off into the sunset. Everything was fine until step #5 yesterday………… I handed the ticket to the gentleman behind the window at Central Parking Services in …