Are your customers waiting needlessly?

by Rebecca Morgan, CSP, CMC on July 30, 2015

I had to sign some documents at a bank because I’m on the board of Together We Can Change the World. I called the officer and arranged to come in the next day. I called her on the appointed day to tell her I’d be there in 20 minutes. When I arrived, I had to wait 20 minutes for her to print the forms for me to sign.

My question: Why did she make me wait an extra 19 minutes? She could have had the 2 pages printed waiting for me to sign. It would have taken me less than one minute to sign them and be on my way.

Toward the end, she asked if I was interested in switching my personal accounts to her bank. I thought, “With this kind of inconsiderate service, there’s no way I’d switch.” But I politely said, “No thank you.”

Is your employees’ lack of consideration for your customers’ time costing you business?

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Try vs make a decision

by Rebecca Morgan, CSP, CMC on July 15, 2015

You’ve heard the old adage, “There is no such thing as trying; you either do it or you don’t.”

I have had a recent experience with this. Perhaps my lesson will be useful to you.

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Do you jump off the side or take the stairs?

by Rebecca Morgan, CSP, CMC on June 30, 2015

In life, we have opportunities to examine who we are in a new context that is a metaphor for how we approach life. Recently I had such an opportunity to see if I was more likely to take an exciting path or a more mundane one.

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Weeks before we arrived, I’d been communicating with the 5-star hotel’s liaison to ensure my group of 10 could get checked in as quickly as possible as we had to leave within 45 minutes of our arrival at the hotel. The last time we stayed there, we loved the accommodations, but check in seemed inordinately slow. We asked that it be expedited, offering to send scans of our passports if that would speed things up. She assured me that we’d all be checked in within 10 minutes of arrival.

When we arrived at the hotel, the process was as snail-like as it had been the previous time. Forty-five minutes later, the last person got her room key. There was no explanation as to why it took so long.

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Surprise your customers with a wow experience

by Rebecca Morgan, CSP, CMC on June 14, 2015

Grand HyattArriving at the Singapore Airport, I saw a man with “Grand Hyatt” on his clipboard. I approached him, asking if they provided a shuttle. He said no, but he could arrange a town car. After confirming the price would be double that of a cab, I told him I’d just grab a taxi. He escorted me to the taxi queue and helped the driver put my luggage into the trunk.

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The gift of water

June 5, 2015

One of the projects Together We Can Change the World supports is building wells in poor villages near Siem Reap, Cambodia. Each Spring, our group visits the new wells we’ve funded and we meet the families they serve.

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Using activities to spawn insights

May 31, 2015

Lecture is boring. Discussion is better as it makes participants think. But the best method for creating impactful insights is through meaningful activities. These can mix fun with powerful lessons, if facilitated properly. This Spring I had the honor of working with several groups and included activities in place of or to supplement lecture and […]

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Sewing up customer loyalty

May 25, 2015

Sometimes an organization empowers their people to go way above and beyond for their customers. We hear about these examples but rarely experience them ourselves. I’m happy to report I was the recipient of such largess.

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Why would you deny your customers comfort?

May 17, 2015

I was in the second leg of a trip from San Francisco to Singapore via Japan Airlines. Normally, I have no beef with JAL as I find their crews generally friendly and helpful. After the first leg — an 11-hour flight where an equipment change landed me in a middle seat of three instead of […]

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Good service example from a Bangkok cabbie

January 23, 2015

Mr. Gui, whose name I learned when he introduced himself upon my entering his taxi, was an unusual cab driver. I have ridden in many cabs around the world and I can say that he was among the top 5 I’ve ever encountered.

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