tag:blogger.com,1999:blog-800271686632855222.post870172760703923632..comments2013-11-11T04:18:27.762-08:00Comments on The Education of a Prof...: Customer service is how you operate your business.Anonymoushttp://www.blogger.com/profile/09723808973002610681noreply@blogger.comBlogger6125tag:blogger.com,1999:blog-800271686632855222.post-7748851841117022332011-09-20T03:07:51.401-07:002011-09-20T03:07:51.401-07:00Laura - I'm glad that my blog is connecting. F...Laura - I'm glad that my blog is connecting. Finding that style takes some time but can be a fun exploration. Always happy to talk teaching!William Murraynoreply@blogger.comtag:blogger.com,1999:blog-800271686632855222.post-25266901527216592872011-09-19T10:54:12.670-07:002011-09-19T10:54:12.670-07:00Funny, we really don't frequent McD's, but...Funny, we really don't frequent McD's, but I was there this weekend with the non-birthday party attending girl. As I stood, looking at the non-lines, I thought, "wow, Bill's absolutely right! How frustrating is this!". <br /><br />I don't comment often, but I am reading your blog Bill, and enjoying it. Finding it helpful as I continue to develop my "style" teaching Theatre at a college. My goal is to figure it out before I retire (or not long thereafter).<br /><br />Cheers!<br />LauraLaura Chttps://www.blogger.com/profile/13884985963410153894noreply@blogger.comtag:blogger.com,1999:blog-800271686632855222.post-59080781751553338392011-08-26T04:12:11.609-07:002011-08-26T04:12:11.609-07:00Barry - I'm borrowing your last sentence. It&#...Barry - I'm borrowing your last sentence. It's beautiful!William Murraynoreply@blogger.comtag:blogger.com,1999:blog-800271686632855222.post-13618935087836232682011-08-25T20:05:22.491-07:002011-08-25T20:05:22.491-07:00I don't think the secret to good customer serv...I don't think the secret to good customer service is all that mysterious. Just ask yourself what experience the customer would like to have during the transaction and give it to them - or exceed it. The antithesis is to ask yourself how you can extract money from the customer while doing as little as possible for them. That's the starting point of companies that provide crappy customer service - "my profit is more important than your experience".<br /><br />BarryAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-800271686632855222.post-32165244854879722492011-08-25T18:03:30.748-07:002011-08-25T18:03:30.748-07:00I absolutely agree 100%; the more people express t...I absolutely agree 100%; the more people express their appreciation around these moments of listening and response, the better chance we have of shifting outdated business assumptions. When the youngest spilled a hot chocolate at Starbucks, they not only replaced it free but took the time to make him feel better & less embarrassed. Just this week, we forgot to take away some vitamins at WalMart, only realizing our error once we went home. A quick trip back to the store and we were told to just go get another bottle - no questions asked. I just purchased plane tickets to Ontario, spending more money to fly Porter Airlines because their service is so much better. <br /><br />Service is not the frosting on the cake. It is one of the fundamental ingredients.William Murraynoreply@blogger.comtag:blogger.com,1999:blog-800271686632855222.post-34569347198347140662011-08-25T17:12:41.643-07:002011-08-25T17:12:41.643-07:00If you get truly exceptional service, I urge you t...If you get truly exceptional service, I urge you to complement it. I asked a waiter at the Westin Hotel if there were any mayonnaise-free sandwiches in the lunch buffet. The answer was no, but he asked me my preference and minutes later appeared with a grilled vegetable wrap–no mayonnaise–for me. I was so impressed I told management and he received a service award. We are all quick to complain about bad service, but if you experience the other, when someone goes above and beyond to meet your needs, tell his or her superiors. You're right, it's not about discounts or giveaways; I really believe people will pay a little more and return to an establishment when the service has been good.Alison DeLoryhttp://www.alisondelory.comnoreply@blogger.com