Can Government Act Like the Waldorf Astoria?

Over a four year period, the New York City Department of Finance (NYCDoF) worked to design and implement a basic performance management system.  With the support of the Public Strategies Group (of which I played a role), NYCDoF established the process of focusing on results, developing performance measures, and implementing the measurement and learning process. The … Read more

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

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

A Simple Subscription–and Prescription for Success

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

Every Number Has a Name

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

Providing Customers with Choices

One of the best things you can do for customers is to provide them viable options. Empowering customers with informed choices gives them the power to influence their situation. For instance, consider the following: Identifying a variety of ways to receive communication/information. Providing a range of payment options. Identifying primary, secondary, and tertiary points of … Read more

From the Model T to Drones: Anticipating Customer Needs

Most all of us are familiar with the quote by Henry Ford: “If I asked people what they wanted, they would have said a faster horse.” The truism here is that sometimes customers don’t know what they really want, because they haven’t envisioned newer possibilities. They’ve locked themselves into old paradigms, and they simply can’t think … Read more

Customer Transparency

One of the great benchmarks we’ve shared with our clients is the customer-centric work of Whole Foods. There are many things this unique grocery store chain does well, but one thing they really try to do is be transparent about their customer service. Visit most any store, and you’ll find a plaque similar to this: Do … Read more