Chip Bell

Smart manufacturers know the wisdom of redundant systems. Airline pilots, infantry commanders and emergency room physicians all value back-up plans and contingency methods. Yet, let customer service fail and too many service providers are left flat-footed with an awkward countenance and an angry customer.

I entered the lobby of a well-known brand hotel to register only to be faced with a long line at the front desk. “What’s up?” I asked the guest-to-be in front of me. “Their computer is down and they have to check people in manually.” Not being very proficient at waiting, I elected to head to the hotel restaurant, eat dinner, and let the line die down. As soon as the waiter put the menu in my hands he quickly announced all the items they were already out of. When I ordered what appeared to a perfect entre, he quickly suggested I pick another choice. I wanted to scream, “Then, what the heck is it doing still on your menu?”

Customers are fair, patient, and...

“Where does your dog sleep?” I asked my friend. “On the bed with us,” he replied. “And, how does that work out for you?” I lightly probed, trying not to invade his privacy or get TMI. He blandly responded: “The dog takes half, my wife takes half, and I take all the rest!”

His “room on the bed” saga caused me to think about similar scenarios as a customer. I had been in the bank earlier that day around 4:45 pm--the drive-in window was backed up a mile. The teller barely noticed me since she was busy counting the money in her cash drawer. It was clear she was getting ready to close her window. I later stopped at a retail store to buy a holiday present. It took a while to find a clerk to take my money—everyone was busy with post Black Friday inventory. When I finally did locate a clerk, he sent me to the other side of the store to check out since he had already closed out his register.

What’s your priority—your tasks or your customers? The holidays are super...

There is a lizard living near the deck off my bedroom. And, he absolutely drives the cat crazy! I say “he” because this species of lizard (called Anoles) has a bright pink throat only males display like a fan when territorially threatened. Since he frequently gets within inches of the cat (separated only by a screen), it is easy to see his warning often.

The most fascinating feature of the Anoles lizard is his ability to change color based on the conditions. He is bright green on the white deck; drab brown on the side of tree...all instrumental in creating a camouflage to protect from a hungry hawk. And, the change in color happens quickly!

It is a strong lesson for great customer service. Customers expect service providers to be adaptable. Customers expect an enthusiastic greeting like the one they received at Disneyworld; and, they expect sincere, noticeably concerned empathy when registering a disappointment. When customers are in a hurry; they expect...

Blame it on the pilgrims! We are about to experience Thanksgiving, at least in the U.S., in a very traditional way. It is an annual holiday designed for celebrating the “giving of thanks.” Yet, ask a group of second graders how you give thanks without saying words. They will give you servicegiving answers like, ”do something really nice for someone,” and “surprise someone with a favor,” or “help someone out like they helped you out.”

Now, ask those same second graders about how we usually celebrate Thanksgiving. “We cook, and then we eat, and then we watch television, and then we eat some more...” There is little in their seven-year old innocent answers about giving thanks...beyond perhaps someone saying grace before sitting down to the super big, rich meal. Except for the TV part, it is just like the pilgrims supposedly celebrated their first Thanksgiving.

So, what can you do this Thanksgiving to do some servicegiving? I have a friend who prepares turkey,...