Too lazy to remember a name

Most people don’t remember names, for the simple reason that they don’t take the time and energy necessary to concentrate and repeat and fix names indelibly in their minds. They make excuses for themselves; they are too busy.

Names are important

Whether you are dealing with clients or meeting with colleagues, always remember and address them by their names. In a moment when people are often viewed as job titles or potential sales, this will make a massive difference in your work.

What front-line service tells you

Being story-driven is less about following brand guidelines and more about choosing to act in ways that are consistent with core values. We’ve all witnessed how a company’s purpose and values manifest in the actions of its employees—for good or ill. You have likely experienced an unhelpful doctor’s receptionist or a disengaged sales assistant whose […]

Negative Experiences

A study of service encounters asked customers to recall recent satisfying and dissatisfying interactions with employees of airlines, hotels, or restaurants. Almost 25% of the positive encounters cited by customers were actually employees responding to service failures: slow service, mistaken orders, lost reservations, delayed flights, and so on. When employees handled these situations well, they […]