Jen Kuhn

Revolve your world around the customer and more customers will revolve around you. ~Heather Williams

There are 6 levels of customer service:

1. Poor
2. Service Recovery
3. Neutral
4. Good
5. Excellent
6. The X Factor

Let’s talk about Levels 5 and 6.

As consumers, when an employee does their job well, we typically consider that excellent and exceptional.  The Experience Factor says, “Raise your standards!”

Excellent service is a bit rare, like spotting a Northern Hairy-Nosed Wombat.  It occurs when you, the customer, experience a level of service that is not only exceptional, it’s unexpected, welcomed and memorable.

The X Factor is when a business or employee delivers a level of service that leaves the consumer in awe.  The X Factor is when a business or...

Picture this: YOU, in a hotel that takes “Pride in the knowledge that our guests can count on Marriott’s unique blend of quality, consistency, personalized service, and recognition almost anywhere they travel in the world or whichever Marriott brand they choose”.

Picture this: That, not happening.

Got the picture? During a business trip, while staying at The Southfield Marriott, consistency, quality and personalized service were compromised by a few employees, a poor system and expectations gone awry.  The only part of the Core Values that we experienced was that it was all pretty unique…only not all in a good way.

Since they provided a new snapshot (keep reading so you can see for yourself), I don’t want to spend too much time detailing the events that...

“You’re not supposed to be so blind with patriotism that you can’t face reality. Wrong is wrong, no matter who says it.” ~Malcolm X

“Cowardice asks the question, ‘Is it safe?’ Expediency asks the question, ‘Is it politic?’ Vanity asks the question, ‘Is it popular?’ But, conscience asks the question, ‘Is it right?’ And there comes a time when one must take a position that is neither safe, nor politic, nor popular but one must take it because one’s conscience tells one that it is right.” ~Dr. Martin Luther King, Jr.

Remember when you were a little kid?  You really and truly knew and deeply understood right from wrong.  Somewhere along the line, your experiences, parents, education and biases took hold.  But for a brief and shining moment, you were a GENUINE person: completely unconcerned with the opinion of the world. You knew, in your heart of hearts, that ALL people...

Self-absorbed leaders of the world: You are done.  Over-cooked. Fried. Put a fork in yourself.  Or, please, seriously, please, let me. 

Just this weekend I heard a supposed “leader” DEMAND respect from his “subordinate”! *Eavesdrop moment*: “You must respect me! I am your BOSS.” The demand was based solely upon TITLE.  Seriously?  That works for you?  Excuse me while I throw up a little in my mouth.

R-E-S-P-E-C-T!  Find out what it means to me!

Let’s start with:

Behaviors: Don’t say one thing and live/do another. Your title can sit in the bottom of my toilet…with the rest of the sh-tuff.  EARN respect.

Attitude: Ummm, nursery rhymes have a “king of the castle”.  Move on...