Wow! That’s What I Call ServiceWhen I was setting up this site my intention was to provide a source of stories about superior service from my own and others’ perspective. So I was particularly pleased to find a book that contains just that. The only problem is that I didn’t write it. (more…)

Tenor saxophoneThis week’s mini-series deals with the idea of the Wow! experience – literally an experience that makes you go ‘Wow! That was great!’ Later in the week we’ll look at the Wow! Awards which contain the most comprehensive examples, in the UK at least. First  I wanted to share my own recent Wow! that shows that sometimes it’s the little things – the basics, you might say – that make a customer experience superior. (more…)

A crowd - not necessarily a wise oneAsking your customers for suggestions seems like a great way to improve your services or products. Two recent items I came across suggest it’s not something you should do without clearly thinking through what you are trying to achieve.

Report 103 is an excellent newsletter from Jeffrey Baumgartner on applied creativity and ideas in business and this week’s edition follows on nicely from my previous post about feedback. If you buy the idea that customer feedback is a rich source of service improvement ideas then proactively soliciting ideas from your customers (and non-customers) seems like an even better idea. (more…)

A dragon gives some business adviceTo round off last week’s series on feedback here’s a story from my recent experience with the BBC. Prompted by a discussion on Ecademy about the new series of Dragon’s Den I realised I had been really annoyed by the trailer.

I’m a fan of most business programmes, particularly the ones we can watch as a family - my 11-year old son has been addicted to both Dragon’s Den and The Apprentice - but I get more than a bit irritated when the “showbiz” aspects of the programmes overshadow the business content. (more…)

The direct approach (not endorsed by this blog)I couldn’t resist posting a link to this story about a 75-year old woman in Virginia who provided some very direct feedback - using a hammer - to cable provider Comcast after encountering difficulties trying to switch her phone service. (more…)

Typical feedback sessionI can’t hear the expression ‘the gift of feedback’ without hearing a slightly sarcastic tone of voice probably because I have heard it used in that fashion to refer to feedback that’s un-diplomatic, too blunt or just plain rude. However, for any organisation committed to superior customer service, encouraging and dealing effectively with feedback is one of the most powerful things to drive improvement. I’m continuing to provide feedback to organisations that I deal with and will share the best examples on this blog. Here’s one that illustrates some good practice. (more…)

ServiceFollowing my earlier post on Chez Bruce’s excellent customer service I met with chef-proprietor Bruce Poole to find out how he fosters a culture of service in his restaurant. His comments are an object lesson for businesses of all types aiming to raise the bar in service provision. (more…)

Launchcast plus playerBT’s recent handling of a technical query of mine supports my contention that it’s the small things that create superior service. As the name Open Chord implies I’m pretty passionate about music so if I’m working at my home office I’ll have music on for most of the day. (more…)

j0179009.jpgPutting customers second is possibly a counter-intuitive response to superior customer service but it’s at the heart of creating an emotional connection. The point is not to disregard customers in favour of e.g. shareholder value, profit or some other measure but to put the needs of employees before those of customers. (more…)