Uncategorized | World Class Benchmarking

Congratulations to Great Organizations

Seasons 52 is just one of the three benchmarks we’ll be visiting in this May’s ASTD program.

A distinct feature about World Class Benchmarking programs is that we spend very little time in the classroom. We usually are out on the road visiting some of the really great organizations out there. They must be [...]

Harley Davidson’s Six Shift Points For Great Customer Service

Participants in our Lead With Your Customer program receiving tips from employees on shifting a Harley bike.

Motorcycle engines have all sorts of sophisticated terms and parts. One of them is something called a shift points. A shift point is the best engine r.p.m. at which to shift gears. With most Harley makes you [...]

What Makes Sammamish America’s Friendliest Town?

Forbes Magazine has named Sammamish, Washington as the friendliest city in America. With a population of 46,700, this bedroom community to Microsoft was ranked by Nextdoor.com, a San Francisco-based social network for neighborhoods that assess small metro areas with populations between 5,500 and 150,000.

There are a number of factors that lend themselves to [...]

What Are Your Canaries in the Coal Mine?

In earlier days of coal mining, there was a concern about ventilation. Methane and carbon monoxide gases were a poison that could take the life of a miner before it was too late.

To resolve that concern, canaries were brought down in cages to accompany the workers. Carnaries were even more sensitive [...]

Do You Provide Excellent “Crappy” Service?

“Service is not only a matter of being pleasant to customers—just as being a doctor is not only a matter of having a comforting bedside manner—but also of understanding the systems that make customer satisfaction possible.”

“Understanding how and why the whole system works is the fundamental expertise [...]

Trick or Treat at Home Depot

A tradition growing up in my home and later with my kids was carving pumpkin. This exercise in creativity had an important purpose: It was an invitation to let trick or treaters know that they could come to our home to get candy. We knew that going out, if there wasn’t some [...]

Where “Work Sucks!” Raglan Road Irish Pub & Restaurant

Raglan Road Irish Pub and Restaurant

Many employees would say their “work sucks” But few employers will acknowledge it. If there’s an exception, it would be the Raglan Road Irish Pub and Restaurant. Just go to their web site where they explain the two universal truths:

“Anyone can be Irish, given the proper coaxing.

[...]

Why People Work at Disney: The Disney Difference

A Disney Cast Member (Employee) playfully greeting Guest with "Stitch" gloves outside of Casey's, a hot dog concession on Main Street, USA at the Magic Kingdom..

Why would you want to work at Disney if Universal or Sea World was paying a you more per hour to work there? Why would you travel all [...]

Nordstrom: The Shoe Fits When It Comes To Great Service

Participants meeting before Nordstrom opens with store management.

Many people know Nordstrom as being one of the best customer-savvy deliverers in the country. And many of those same people have become loyal customers themselves. But because of their very modest corporate culture, few really know what has made this small shoe store become such [...]

I’m Loving It! Behind the Scenes at McDonald’s Hamburger University

Ray Kroc's office is showcased for guests visiting McDonald's Hamburger University.

Last year McDonald’s Hamburger University celebrated its 50th anniversary. In 1961 the first Hamburger University met in a basement of a McDonald’s restaurant. Its first class of 15 students would graduate from this training center. Today, on a beautiful park-like setting in Oak Brook, [...]

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