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Actual for You - Overcoming the Nasty Pirate
Successful business relationships are based on Value, Competence, Trust, and Propriety.ValueValue: The customer’s perception of your worth, excellence, usefulness, or importance. Value
Dear Tommy, Captain Hook can be quite nasty sometimes. After all, he is a p
Often times, the decision to conduct business rests on how a customer interprets your brand identity and brand promise,-- a simple impression, comment, or action, perceived or real. She determines if
Little Tommy broke into tears.
Another Disney cast member came along to soothe the boy, gave his parents vouchers for a free dinner in the park and took some additional information.
When they returned to their hotel room that night, a colorful card was waiting on the pillow with a picture of Peter Pan on the front. Inside was a handwritten note:
Dear Tommy, Captain Hook can be quite nasty sometimes. After all, he is a pi
Incorporation is the term denoting the formation of a new corporate firm, whether business or non-profit. It is a legal procedure that involves registering a company name and logo. Incorporation of a
Little Tommy broke into tears.
Another Disney cast member came along to soothe the boy, gave his parents vouchers for a free dinner in the park and took some additional information.
When they returned to their hotel room that night, a colorful card was waiting on the pillow with a picture of Peter Pan on the front. Inside was a handwritten note:
Dear Tommy, Captain Hook can be quite nasty sometimes. After all, he is a p
What does your best customer look like? Are they blond, dark haired, tall or short with a light or dark complexion? I ask this question because we often don't know what our customers look like. Some m
When they returned to their hotel room that night, a colorful card was waiting on the pillow with a picture of Peter Pan on the front. Inside was a handwritten note:
Dear Tommy, Captain Hook can be quite nasty sometimes. After all, he is a p
Now here is a function that has got the hackles of nearly everyone up at some time or the other. For all of us have had a bad experience with customer service.Let me show you what I mean.
When they returned to their hotel room that night, a colorful card was waiting on the pillow with a picture of Peter Pan on the front. Inside was a handwritten note:
Dear Tommy, Captain Hook can be quite nasty sometimes. After all, he is a p
A couple months back I had a little plumbing problem that required turning off the water to the house. Our do-it-yourself job was great until we needed to turn the water back on and nothing happened.
Dear Tommy, Captain Hook can be quite nasty sometimes. After all, he is a pirate! I hope you enjoy the rest of your stay with all of us at Disneyland.
The card was signed ‘Peter Pan’, and is cherished today by Tommy (and his parents) more than any old photograph with that nasty Captain Hook!
Key Learning Point
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Put positive emotion and a personal touch in your service recovery efforts. Customers will remember and cherish you forever.
Action Steps
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