Closed Due to Lack of Interest

Chip Bell: Treat Employees with RespectThe sign on the front door of the restaurant told a significant story. And, it was photographed recently at the front door of a barbecue restaurant near my home in a resort area. The owner-manager claims he pays wages above the norm, hours are only four hours Tuesday-Thursday and eight hours on weekends; the restaurant is bright and cheery; and its barbecue is touted as “The Best” in the area. Now, here is the best part. Clientele are largely upscal ....read more

‘Sir, We Can Do Anything!’

These powerful words were the front desk clerk’s response to my “I have a unique request.” Before even hearing my plea, he gave me a full-frontal view of the Ritz-Carlton hotel attitude. And, it was a few days before the Christmas holidays—a hectic time when I am certain he had been inundated with way too many “May I’s” and “Can we’s!” The front-line employee of any organization is not only the most visible and vocal ambassador of the organization, her or his persona gives customers a clear and present peephole into the beliefs and bias of how that organization feels about customers. The front desk clerk’s “the-answer- ....read more

Avoid Customer Service Water Traps

There is a gorgeous golf course at the end of my driveway. My lakefront house sits on the water but right near the 13th tee. It is a Jack Nicklaus-designed course and the setting for many golf tournaments. While the 13th hole is gorgeous; the 14th hole gets the golfer’s laments in the bar at the end of an arduous eighteen. Almost the entire hole is played over water where the lake cuts into the golf course. Despite the fact that it is a mere 186-yard par-three hole, many a golfer has been psychologically distracted by the giant ....read more