It’s not about thanking customers; it’s when and how

At the Double D Diner: The World’s Only Virtual Diner Fighting Hunger, everyone gets a personal CUSTOM thanks when they make a donation. Everyone. Whether that donation be $1.89 for a cup of coffee or several hundreds of dollars by ordering a virtual feast or banquet of desserts. Every customer gets treated equally. Thanks come in the form of poems, revised lyrics written to an old favorite tune, a twitter shout out, a Facebook mention, a handwritten note, a pin, or in some other surprise manner. You’ll have to make a donation and see how Clyde Sdale thanks you in that surprise manner! Every donor gets a personal thanks. Every. Single. One. Does it take time? Of course it does. But it is one of the things that sets The Double D apart from other charitable organizations. It’s just one of the things that The Double D is doing to break the mold of boring, …

Tons of fun with Rich and Steve!

8 Tools to Fire Up Your Employees: Buy This File Here’s what you get! Two printed books: Diary of the Happiest Employee on Earth: 52 Provoking Thoughts for Creating a Great Workplace 20 to Life (In a Good Way): 20 Simple Actions to Break Away from the Negativity Around You Four downloadable e-books: Oh Yeah! (Another Quote Book) Bust Out of your Crate: Super Teddy’s Top-20 Tips for People to be as Happy as Dogs! 50 Ways to Have Fun at Work, Improve Employee Morale and Hopefully Not Get Fired (with simple steps to implement) The Only Self-Help Book You’ll Ever Need…Really! One hour of motivational listening fun (audio downloads) Interview with Steve Gamlin on how to get bigger results by being a better communicator Interview with Rich DiGirolamo on Employee Happiness: An initiative that’s not an option

Is your service business faster than a McDonald’s Drive Thru?

I arrived for my 8:20 appointment at 8:13. The waiting area was crowded. At 8:14 Mary was called in. Mary was older; didn’t move too fast. Mary came back through the door at 8:18. Mohammed was called in as Mary entered the waiting area. “Looks great. Have a great day” I hear from around the corner. It’s 8:21 “Rich” said the doctor as enters the waiting room to welcome and escort me back into the office. I am laughing. He asked me what was so amusing. “You should sell breakfast cuz you’re faster than a McDonald’s Drive Thru” I told him. “At least coffee and donuts” he responded. We walked into the office. Told him why I was there. “Let’s do it!” he says. Roll up pant leg. ZAP! Remove Shirt. Zap! Zap! Zap! Shakes my hand. Tells me to come back when I need him again. Walks me out. Thanks me for coming back to …

Big LIKE: Rewarding your customers for complaining.

In the past year I have found that Twitter is a much better way to get in touch with people at a company when you need to share your customer experience – good or bad. So when I Tweeted TD Bank about their new ATM’s being anything but convenient, they tweeted me back and asked for some contact information. I sent it along. 9 days later, New Years Eve, I get a call from some person who introduced himself as the Sr. VP of …………………I really didn’t pay attention. I could care less about titles. Clearly he thought it was important to tell me who and what he was. We had a great talk for about 10 minutes where I discussed how “inconvenient” the new ATM’s seem to be. While I applauded the bank for going envelope free; having to deposit each check as a separate transaction (re-insert card; enter pin) and …

The Science and Art of Collaboration

He’s a consultant. He’s an engineer. He’s a scientist. He likes graphs and charts and research and statistics and numbers and detailed information. I’m a speaker. I’m a performer. I like to play. I use the spoken word and interactive exercises to get my points across; to get people “doing” in order to learn. I use experiences and successes of others to move people forward. At the end of the day we both want to deliver the same results. A happier and more productive workplace; where people are excited to show up every day; and the boss is excited to have those people show up. So when he approached me earlier this year about working together it was like art meets science. He has a cool employee performance and productivity tool that he developed. I instantly saw the benefits of this tool for my clients and how it could also be …