[wp_connect_like_button href="http://www.jeremyfloyd.com/?p=771" send_button="disabled" layout="standard" width="600" show_faces="enabled" verb="like" colorscheme="light" font="arial" ref="" /] Several months ago, I read Tony Hsieh’s Delivering Happiness. The words on the page were comfortable like slipping on a pair of broken-in house shoes. As...
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Only one week after the American Eagle situation, I had an experience on a Delta flight from Atlanta to Knoxville that was truly remarkable. After boarding the plane, my business partner and I were seated directly in front of the bulk head (the same seat as the other flight). The flight attendant leaned against the [...]
Only one week after the American Eagle situation, I had an experience on a Delta flight from Atlanta to Knoxville that was truly remarkable. After boarding the plane, my business partner and I were seated directly in front of the bulk head (the same seat as the other flight). The flight attendant leaned against the flight cabin door with perturbed demeanor....
Read MoreWe are all in the customer service business. Sometimes we don’t correctly identify our “customers,” but we are all in the customer service business nevertheless. In the course of the next three posts, I am going to tell two personal customer service stories, and in the third I’ll reflect on some of the principals that [...]
We are all in the customer service business. Sometimes we don’t correctly identify our “customers,” but we are all in the customer service business nevertheless. In the course of the next three posts, I am going to tell two personal customer service stories, and in the third I’ll reflect on some of the principals that deliver a...
Read MoreWhy do we tip 15% and not 10%? 20% instead of 15%? Sure, it is some sort of ransom “to insure prompt service,” but really we tip based upon our expectations. If we expect lousy service and they exceed the expectations, we generously tip. If we expect Class A service but are delivered a Waffle [...]
Why do we tip 15% and not 10%? 20% instead of 15%? Sure, it is some sort of ransom “to insure prompt service,” but really we tip based upon our expectations. If we expect lousy service and they exceed the expectations, we generously tip. If we expect Class A service but are delivered a Waffle House experience, we stroke some appalling number on...
Read MoreFriday, I had the good fortune to play The Honors Course in Ooltewah. Without any discussion of how badly I was beaten by the earth manipulated into 18 grueling exercises in sadism, I was simply amazed by the truly royal treatment that I received there. From the moment we drove through the unassuming gates at [...]
Friday, I had the good fortune to play The Honors Course in Ooltewah. Without any discussion of how badly I was beaten by the earth manipulated into 18 grueling exercises in sadism, I was simply amazed by the truly royal treatment that I received there. From the moment we drove through the unassuming gates at the nearly concealed entrance of the golf...
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Hello! I'm Jeremy Floyd. I'm president of a marketing firm in Knoxville, TN, college professor with University of Tennessee, Lawyer, and I blog about business leadership and marketing. Find out more here.
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