My Father is a baby boomer, he has no brand preference to vehicle (see next sentence) and he loves his cars. In the past ten years my he has driven a Nissan, Infinity, Honda, BMW and recently he went out to find a truck.
Tag Archive for ‘Customer Service’ 
Love Your Customers or Don’t, But Pick One
Some companies choose to love their customers. They do almost anything to make them happy because they know that their customers are their most powerful marketers. The Hilton Garden Inn in Hartford South loves their customers. Morton’s Steakhouse does too. Zappos is world renown for loving their customers. You pay extra for products and services because of the high level of service provided.
Your “Brand” is What People Say It Is
We went to the Rooftop Bar and Grill for our friends engagement party. It was a delightful evening, but service was below average and people didn’t seem happy about their food (I didn’t order anything so I shouldn’t comment). Then they ruined what ever they had going for any type of a good perception of them we had in our minds.
They did last call at 10:00, basically kicking us out.
A Saturday night at an established restaurant, an engagement party, 25-35 year olds, buying drinks at a pretty regular rate, we weren’t being loud, we weren’t causing a ruckus, it didn’t add up.
The Architecture of Lineups
I hate lineups. For anything really. I’m impatient and I usually want things as fast as they can humanly be delivered to my hands. I’m pretty sure no one likes lineups so it is a perplexing issue to me that as humans (lineup haters) we don’t do everything in our power to minimize, shrink, or do what every we can to demolish these horrible things that eat up our time.
I don’t believe it is the general public’s or customers fault that there are lineups, it all has to do with the choice of architecture of the lineup. These companies and organizations that under estimated their own traffic and how long wait times would be now must look to alternate methods of satisfying the demand at a minimal cost.
There is some research being conducted around lineups and how to minimize wait times but this research is mostly for grocery stores and Wal-Mart. I think the research paid off, the “Express Line” at Safeway, the “12 items or less line” at Superstore and the newly adopted number system at Wal-Mart where they herd everyone into a line and a lovely women over the loud speaker tells you which till to Continue Reading
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