Published: 1 year ago

Thursday Three For All

It’s Thursday, kiddies: the day when I roll out a few things I’ve been reading over the past week. Three of ‘em, to be exact. Enjoy. (Remember: click on the bold print to read the entire article.) Why I Am Voting for Steve Gaines as …

Published: 2 years ago

Flashback Friday: Do For One

Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you!   Last night in our super-awesome small group, we were going through part four of the super-awesome curriculum our super-awesome small group …

Published: 2 years ago

Thursday Three For All

It’s Thursday, kiddies: the day when I roll out a few things I’ve been reading over the past week. Three of ‘em, to be exact. Enjoy. (Remember: click on the bold print to read the entire article.)   Five Incorrect Assumptions About First Time Guests. (via …

Published: 2 years ago

Thursday Three For All

It’s Thursday, kiddies: the day when I roll out a few things I’ve been reading over the past week. Three of ‘em, to be exact. Enjoy. (Remember: click on the bold print to read the entire article.)   What the Slow Death of Retail Can …

Published: 2 years ago

Star Wars and Second Time Guests

One of our guest service plumblines is the first visit should set up the second visit. We believe that for all of the importance of visit number one, the real win is that a guest returns in the future. The reason is simple: people don’t always …

Published: 2 years ago

Mixed Signals

I recently read Chip Bell’s latest book, Sprinkles: Creating Awesome Experiences Through Innovative Service. One of Bell’s standout quotes dealt with a switchup in signals that can plague a guest / customer / client of any organization: Colorful service involves integrating all the sensory elements of a serving experience …

Published: 2 years ago

Find their Affinity

Over the weekend I read Chip Bell’s latest little book, Sprinkles: Creating Awesome Experiences Through Innovative Service (special thanks to my friend Bob Adams for the suggestion). In it, Bell makes the practical, yet often-overlooked suggestion that we find the target of our guests’ affinity. Too …

Published: 2 years ago

What Are They Remembering?

Your guests walked away from your service this weekend with a collection of stories. They are stories they’ll tell once they return to their cubicle, their neighborhood, their dinner table. They are stories of delight and stories of disappointment. They are stories that will …

Published: 2 years ago

Flashback Friday: Ten Ways to Keep it Clean

Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you! 1. Pick up the trash. Inside. Outside. Your space. Someone else’s space. If you see a gum wrapper, Summit Kids pick up …

Published: 2 years ago

Thursday Three For All

It’s Thursday, kiddies: the day when I roll out a few things I’ve been reading over the past week. Three of ‘em, to be exact. Enjoy. (Remember: click on the bold print to read the entire article.)   The Quality Of Your Customer Experience (As …

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