Laying New Ideas for Customer Service at Chick-fil-A

Restaurant_Chick-Fil-A_in_Sugar_House_SLC

It’s interesting what you’ll experience when you visit different Chick-fil-A locations. Here are three examples I’ve recently found: 1. At a restaurant near to us we were given a color coded sign to place at your table after we ordered, rather than requiring us to wait at the counter. They then brought the food to us. The intent … Read more

How Do You Feel About Customer Service?

World Class Benchmarking's Chain Reaction of Excellence.

Our thought leadership at World Class Benchmarking holds that the best-in-business organizations succeed because highly satisfied customers become loyal customers. And that they are loyal because they are highly satisfied by the customer service they received. So just what happens when someone becomes highly satisfied? American Express did a customer service study in September of … Read more

Government Service Like a Sloth

Have you had this kind of experience? Worse, are you offering this kind of experience.

While the film has yet to come out, the scene couldn’t be funnier. It’s a preview of Disney’s new film, Zootopia, in which a rookie cop needs to run a license plate–fast. That brings us to the one place nothing ever goes quickly–your local Department of Motor Vehicles. You’ll see why in this clip. We’ve … Read more

A Simple Subscription–and Prescription for Success

How many magazines does a waiting area need? Photo by J. Jeff Kober.

Visited a doctor’s lab for a stress test today. Good news–the test went well. And the staff was really friendly and informative. They gave me some really helpful insight. And they walked (albeit at an incline) me through the entire process. Better–I was out of there in 30 minutes! Unbelievable for being on top of … Read more

“If You’ve Got Time to Lean, You’ve Got Time to Clean”

Even this clown should be helping to keep things clean. Photo by J. Jeff Kober.

My previous article yesterday addressed whether or not the people of China would trash Disney’s newest park in Shanghai. I also discussed an experience of being at my gym and seeing it trashed. When I left that gym, I found sales people sitting around doing nothing. Yet, they could have spent just a few minutes … Read more

Cleanliness Begets Cleanliness–And More!

Map of Shanghai Disneyland displayed during D23. Can something that costs $4.4 billion end up trashed? Photo by J. Jeff Kober

A recent poll by Shanghai Daily showed that over 1 in 4 readers were concerned about the potential misbehavior of other guests when in the park. Their concern is that it might not end up being the “happiest place on earth” after all. One person noted…”it will be the same old story, Chinese people have … Read more

Every Number Has a Name

How do you make people feel like they're not just another number?

Yesterday, we spoke about places where people know your name. Today, we continue that same sentiment with this video from Chick-fil-A. It’s a marketing piece–something I might otherwise ignore, but I think that Chick-fil-A really does stand out in its commitment to 1:1 customer service. My daughter sent me the link. She worked for several years … Read more