I’ll keep today’s article simple—and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!), when he developed a motivational speech for new employees called “Give ’em the pickle!” It was based on a letter...
Do any of these sound familiar?
“The lawn service had to go. I used them for more than 15 years, and by the last season, my lawn looked terrible. The spring seeding didn’t take, nutsedge and wiregrass consumed half the yard, and they just kept spraying chemicals. I wish somebody had just told me...
Ever notice how some people always get the best table, the upgraded room, or the best cut of meat at the market? Great customer service is not an accident. Those who are served well follow a recipe that turns even a cold initial encounter into a warm one. Here are five tips for almost always...
If you are a quality engineer or maybe even the quality manager of a manufacturing company, investing in quality improvements may be a no-brainer. Defects are inherently undesirable, right? Well, yes, but at the level of plant manager, president, or CEO, decisions about where to allocate assets...
