| Humor at Work |
ISSUE 676 - Apr. 26, 2017 |
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Customer Service Uncorked |
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My wife and I just returned from a fabulous trip to Portugal that featured a private guided tour through the Douro wine valley, a mouth-watering food tour through the streets of Lisbon, port tasting on a port in Porto with a portly fellow, and jaw-dropping scenery in the Algarve. I highly recommend Portugal and if you want any tips or suggestions drop me
a note.
As with all our trips I was on the lookout for customer service moments that made a difference to us. Here are just three of oh-so-many:
- Mullens Restaurant in Lagos did a simple thing that we know from scads of research makes a big impression: Our names were on a simple paper tent card on our reserved table. Nothing fancy- schmancy, but there was no waiting for the hostess and it made us feel welcome. What can you do in your business to make people feel personally welcomed?
- A flight attendant on our business class leg from Frankfurt to Porto with Lufthansa Airlines was so outstanding that it prompted the gentleman in the seat ahead of us to ask for his name so he could write a rave letter to his superiors. One thing he did that caught my eye: He asked every person for feedback on their meals - especially the uneaten portions of their meals - not just to ensure they were satisfied, but also so that he could take that feedback back to the airline.
Are your employees being proactive and specific when it comes to soliciting customer feedback?
- A shopkeeper in a Porto wine shop, despite the fact he didn't speak a word of English, offered some of the best customer service of the trip, spending 20 minutes advising us without a word of English being spoken. He was able to communicate everything he needed to through his wildly expressive facial expressions and animated body language. It was a good reminder of just how important body language is when it comes to creating a positive and memorable memorable customer
service experience. Are you putting your best face forward when it comes to customer service?
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Mike's Fun at Work Tip |
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Make it a goal to add a surprise to every meeting. One of my clients does this at every one of their twice-a-month employee meetings - it might be a surprise drop-in guest, a surprise door prize, a special thanks to someone in the meeting, or surprise treats for everyone to munch on. (And hey, speaking of surprises, don't forget to surprise - in a good way - the nearest administrative professional near you in honor of Administrative Professionals
Week!)
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Quote of the Week |
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"Appreciation can make a day, even change a life. Your willingness to put it into words is all that is necessary." Margaret Cousins
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It's a Wacky World |
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May is official International Business Image Improvement Month, International Civility Awareness Month, Mental Health Month, Revise Your Work Schedule Month and Smile Month! And here are just a few of the theme days that might bring a few more smiles to your workplace:
May 1: Loyalty Day
May 2: Two Different Colored Shoes Day
May 4: Petite & Proud Day
May 7: World Laughter Day
May 9: Occupational Safety and Health Professionals Day
May 10: Receptionists Day
May 11: Eat What You Want Day
May 12: Limerick Day
May 14: Dance Like a Chicken Day
May 19: O. Henry Pun Off Day
May 21: Waiter/Waitress Day
May 25: Nerd/Geek Pride Day
May 26: Red Nose Day
May 31: What You Think About Grows Day
For the entire list mosey on over to May theme days.
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Cost-Savings to Bring Mike in to Speak
Penticton: "Need to see Mom" special rate
Halifax: May 17-19
Toronto: Sept. 7-12
New Zealand: February
20 - March 5, 2018
In honor of International Customer Loyalty Month and in light of recent turbulent events, it seems rather timely to replay this oldie: Lessons From United Breaks Guitars
Calgary Customer Service Leadership Summit: It's not too early to secure a spot for you and your team on November 15 in Calgary where Mike will be part of a fabulous lineup of customer service leadership speakers. To register hop on over to Customer Service Leadership Summit.
Email Without the Egad!
Mike is quoted in the Business Insider article 7 Phrases Never To Type In Your Work Email
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mike@mikekerr.com
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