Ritz Carlton calls it “Radar-On Antenna Up”. A couple years ago I had the pleasure of hearing a representative from the Ritz speak about the importance of noticing what isn’t being said, what lies between the spoken words and desires of the customer. For them, this wasn’t about innovation, but customer service. But what if […]
Service
Customers – we all have them and we all are one…
Many times in your life you are going to purchase things – cars, books, watches, apples, etc. – and each time your experience in purchasing will range somewhere on the continuum from indescribably horrible to incredible. Quite often you will find yourself somewhere in the realm of indifferent and not memorable. And if you are […]