Category Archives: Customer Service

Go back to the beginning – It’s never too late to restart

Posted on August 14, 2010 by David

It’s a safe bet to say that most of you reading this blog have played the classic Hasbro board games Monopoly or Sorry!. Both games involve starting over for one reason or another. We even have to reset our computers … Continue reading →

Posted in Beginning, Customer Service, Focus, Learning, Principles, Starting Over, Tiger Woods, Training | 2 Comments

It’s a Business Decision

Posted on August 8, 2010 by David

When I was at the bank recently making a deposit, I told the teller (she’s one of my customers too) that we would no longer be banking with them after 1 more day. This is a bank with which we … Continue reading →

Posted in 11 years, Business Decision, Customer for Life, Customer Service, Relationship | Comments Off on It’s a Business Decision

Congratulations on Your New Job!

Posted on July 25, 2010 by David

I would like to thank you for your years of service. I must inform you that your job is in a state of transformation. I know this is not the best way to inform you of this. It is much … Continue reading →

Posted in Customer Service, David Packard, Face, Job, Marketing | 3 Comments

WOW Moments

Posted on July 23, 2010 by David

Have you experienced a WOW moment today?Disney believes so much in creating magical WOW moments for their guests that they held a competition a couple of years ago to see who would be their Chief Magic Official. Through a long … Continue reading →

Posted in Chief Magic Official, Customer Service, Dreams, Overwhelming, Wow | Comments Off on WOW Moments

Because it’s what we SHOULD do

Posted on July 9, 2010 by David

“It’s not our fault, but it is our problem.” At the The Disney Institute, this axiom is taught as a foundation for the level of service that they offer to each guest and each Cast Member. The perfect example came … Continue reading →

Posted in Chaos, Customer Service, Disney Institute, Policies, Problem, Procedures, Refunds, Resolve, Rules, Should | 2 Comments