Hotel Service – It’s the little things

If you’ve got the big things covered, you can still completely fail in the eyes of your customer.  Clean and organized lobby, clean elevators, stairways, halls, rooms, are fundamental and essential.  Properly working electronics, good TV reception, working and adequate wifi and/or wired internet connections, are a must.  Clean and comfortable chairs, tables, night stands, […]

Banking on Service

I recently went to a local Chase branch to close an account. There were four key events that turned this fairly routine transaction at the bank into a great example of how customer service can go wrong! The line (as usual) was at least 8-10 deep for the teller windows (there were only four windows […]