ARTICLES
Room #9, That Never Was
Being trustworthy and having integrity are two valuable qualities all service providers and business owners must exercise consistently. Can your customers rely on you to provide them with what they expect? Can they depend on getting what they were told they would get?...
Details Are Crucial
Attention to details is critical. Missing one detail may go unnoticed but missing several details can be detrimental and reflect very badly in the eyes of our customers. Let me illustrate with a story. Laptop in hand, I was working at one of my favourite spacious and...
Trickery Leads to Distrust
It astounds me how some companies think it's an acceptable behaviour to trick or pressure people into making a purchase. When vendors engage in such tactics, the inevitable result is diminished trust from the client. Trust is one of the pillars of a healthy, strong...
The Point of No Return
Picture this. You've been a patron of a store, company or restaurant for some time and have received good service. One day, you visit this establishment, receive very poor service, are extremely disappointed and vow to never return again. Have you ever experienced...
Adding the Human Touch
I recently stayed at a Comfort Suites Hotel in New Orleans, Louisiana. The reception desk featured a large bowl filled with small Hershey's chocolate bars for the guests checking in or checking out. Well done! This is another example of a small added touch which...
And the Winner is…
Rotary is a wonderful and generous international service organization. Its stated purpose is "to bring together business and professional leaders in order to provide humanitarian service and to advance goodwill and peace around the world." My father has been a...
Systems = Leaky Bucket Plugs
A while ago, I was staying at a beautiful resort. The suite was spacious and well-appointed with many of the comforts of home, and then some. It boasted a large beautiful bedroom, grand bathroom with Jacuzzi, living room and a kitchen with an island. Shortly after...
Are you Comfortable?
Last winter my wife and I were dining at a Sushi restaurant. When we first arrived, we were seated near the door, which was propped open. Feeling an uncomfortable chill in the air, we asked if we could move to another table; our request was promptly fulfilled. Let's...
Service Regardless of Remuneration
Last week, I visited a small town north of the city. A local resident indicated that a special event was taking place in the town park, a small fair with craft booths, vendors, music, etc. On stage was a musical group playing a variety of songs. Upon finishing a...