The inappropriate employee conversation that provided a great customer experience

Waiting for my Caramel Macchiato I couldn’t help but eavesdrop on the conversation going on between 2 Big Brand Coffee Shop employees and a third person who was either an employee who just finished her shift or was a customer. Without going into details here are the important words and phrases that caught the attention of quite a few of us: Drag queen Transvestite Dressing like a woman Started hormones Was never comfortable as a man Why do gay people feel they need to tell everyone they are gay, I don’t tell everyone I am straight. Is it part of a cause. I don’t really care if you’re gay or not. I was standing there amused. The guy sitting behind me was trying so hard not to bust out laughing. Even the redneck was enjoying Big Brand Coffee Shop theater. But when one of the employees recited these words the 6 of us just could do …

When is $6.50 more than $10 and 2 hours of your time?

So you have a choice. You can go pick up the goods from the online vendor you enlisted for your latest marketing idea or get them shipped to you. $6.50 to ship. 2 hours of time and $10 gas to pick up. Now re-read the title. The answer is pretty simple. Right? Pay for it to be shipped!   Not so fast my friends…………. Or drive down to meet the online vendor you purchased from and learn more about them Or drive down and see what other goods and services your vendor has available; the ones you overlooked as you were frantically trying to tackle the immediate need Or drive down and determine if you could use that vendor as an extension of your program, marketing, creative or idea team Or drive down to meet the employees of your vendor and see how eager they are to share their excitement about projects and …

If you can’t live 100% up to your brand maybe you should change it

Before you read this post please think about your brand. What does your brand represent and are you and your employees constantly looking for ways to improve or align better with your own brand? Now continue reading. I love the recent availability of envelope free ATM machines. And while they are a little slower than “shove deposit into envelope, insert into slot” they do help in the worldwide effort to be a “green” corporate citizen. A couple of weeks ago I walked into an ATM vestibule and needed to endorse a check. No pens. Yep, when the envelopes were eliminated so were the pens. Although inside the TD Bank branch there are enough pens to stretch from one end of CT to the other – the long way. So I did what any customer might do…..popped my head into the branch manager’s office, told her I love the new machine but mentioned how the pen would be “convenient.” They still have them at the …

So it’s not an original idea. Guess again.

You can make it better You can make it different You can make it more fun You can make it more interesting You can go rogue and change the model You can complement it You can obliterate it You can change how it is perceived You can figure out a new or better use for it You can learn from it You can partner with it Often times the great idea you have is already out there; in some form. That should not stop you. every idea is original when it has your fingerprints on it. Right? (See bullet points above)