We’re All In the (Customer) Servic...

Tweet [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 I have transitioned in my career from a front-line customer contact to a consultant, I have met so many people that consider customer service to be...

Part II Tale of Two Travels...

Tweet Only one week after the American Eagle situation, I had an experience on a Delta flight from Atlanta to Knoxville that was truly remarkable. Image used via creative commons license via @kevinkluu 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. With each question, he would roll his eyes and say something under his breath like, “If...

Customer Service & The Tale of Two ...

Tweet 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 remarkable experience. First Story About three weeks ago, I was returning from Tijuana, Mexico where I spent a week with a group of about 10 guys working...

Get the Tip...

Tweet 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 the credit card slip as to make sure they “get the message.” At lunch yesterday, the poor waiters were terribly short-staffed. Two...

My Pleasure: A Day at The Honors Golf Co...

Tweet 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 club, it was as if we were embarking upon a journey into a place that time had not bothered to pester. At the bag drop, we were greeted and welcomed to...