No one is perfect and service failures are likely to occur. When they do, the better the staff is trained and prepared to handle the service recovery, the better. Here's a story which exemplifies good, efficient recovery from a service failure. I had ordered two items...

A couple of weeks ago I met out-of-province friends at a downtown restaurant. My friend's wife was first to order and asked for one of the specialty burgers but without chipotle. This particular burger normally came with chipotle. The waitress said this wouldn't be a...

Years ago, I worked in Bermuda for the Bank of Bermuda's IT department. I'll never forget a lesson I learned as a result of an internal campaign the Bank adopted for all its departments. The campaign was called "Do it Right the First Time / Zero Defects". This brand...

Another practice for creating awesome customer experiences is providing customers risk-free transactions. Some companies do this very well. Here are some examples: Home Depot: Home Depot takes much of the risk away from their customers by providing an exceptional...