If you want customers to rate your business a 10, do this!

Upon check-in at a NYC hotel the other day I came upon the sign shown. I like that they acknowledge not being perfect. I like that they tell me the staff works hard to provide a great experience. I like that they want me to share any issues that might be making my stay less than warranting a rating of a 10 on any survey that I may receive. But here’s what I really want to see. I want to see the sign that tells the staff what they can do to ensure I have no issues. I want to see the sign that tells staff to greet me with enthusiasm when I walk through the lobby, to ask me if I need any recommendations for dinner or entertainment. I want to see the sign that says get out of the seat and off your lazy butt (and phone) when a customer stops by …

The best baked potato. EVER!

This afternoon I ate the best baked potato. Ever. It wasn’t at a big ole fancy restaurant. It wasn’t one I cooked for myself. It wasn’t even one my mommy made for me. It was at Wendy’s. It wasn’t cooked to perfection. As a matter of fact I am certain it was nuked, given the steam that came from it. It didn’t come with fresh sour cream, but that packaged stuff that has been sitting around for who knows how long I even think the butter was some scary chemically substance But it was the best baked potato. EVER. How can this be, you’re asking? While sitting and eating my potato a manager came up to me and asked “How is your baked potato today, sir?” Was I in a fast food (or whatever they call it these days) restaurant? Now I don’t frequent them often, but in all my years on …

How about we just do less with less?

While talking with a new client the other day she vomited the words that make my head spin: we’re going to have to learn to do more with less. I heard those words a lot during the global financial meltdown that happened a few years ago. As your co-workers were sent to the unemployment lines the marching orders from the CEO, HR, your boss, the governor, etc was we’ll have to learn how to do more with less. Why can’t we do less with less? How come no one seems to take the tough times to ask themselves what do we not need to do any longer? Maybe we should be asking ourselves what things really aren’t important and question the things we are/were doing only as an attempt to validate our existence? Perhaps a question that should be asked in offices everywhere is whether or not anyone would really care (or miss) if a certain daily, weekly or monthly report wasn’t …

Your chicken ain’t that good. Your customer experience is even worse.

It started with a deceptive marketing campaign. Please take our survey and you will get a code for a free meal the next time you come in. First of all, I know the importance of surveys to a company so I shared my comments. Towards the end of the survey it asked if you would like to give your email address to receive promotions. I chose no. Well it seems that if you don’t give your email address, no code for your free food. Didn’t say that anywhere. Not how Starbucks does it. Or Dunkin Donuts. Or Burger King. Take the survey and your free code appears on the screen in front of you. A call to their customer hotline. Thought they might want to know about the glitch. (I also wanted what was promised me.) Person tells me “higher ups” can only help me. Would I like to leave my name …

Why your great idea might be going nowhere

A couple of years ago I was introduced to the FourSight Thinking Profile. Like Meyers-Briggs and DISC and others it didn’t really tell me anything I didn’t already know. Although it was one of the more fun approaches. At the end of the assessment you are scored and ranked/classified on four preferences. The Preferences are Clarifier, Ideator, Developer and Implementer. My scores revealed that I am an Implementer and Ideator. They were too close to pick one over the other. As I said I was not surprised by the result. So I thought. I knew this about myself. It’s how I was able to start the nonprofit DoubleDDiner.org as quickly as I did. It’s how I was able to take the idea for Diary of the Happiest Employee On Earth from concept to published book in a few short weeks. This morning I was having breakfast with a friend and colleague who was sharing a …