My uncle and I went on a consulting trip in Thailand several years ago and I had two particularly memorable moments that epitomized to me the spirit of outstanding service. Both occurred at the Mandarin Oriental in Bangkok, which I recall at the time was rated the #1 luxury hotel not just in Thailand but …
Tag: Customer service
Lessons from the Zoo
My boys and I visited the Naples Zoo in Florida yesterday and our experience with the ladies at the ticket station provides a useful story for considering the value of good customer service. We stepped up the the ticket booth in the gift shop at 4:01pm (according to the clock on the wall) to a …
The Power of an Advocate
Advocates are a powerful, yet often overlooked part of a company's customer base. They will often step in where company procedures and policies fall short, defending and presenting your brand to other consumers. Advocates are willing to overlook the company's customer service shortcomings yet they'll be the first to inform you of any areas that …
Observation, Consideration and Reciprocation
I took my son to the doctor this morning to deal with an ear infection and had such a nice time that I couldn't help but share the story with you. It is a short tale of observation, consideration and reciprocation that begins with our family pediatrician, a man who is arguably one of the …
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Gregory Hake 