Today's Service Encounter!

I have decided to post customer service situations I encounter on a daily basis that are good or bad. Here is the first posting!

KEEP IT POSITIVE!

Today I checked into a hotel in Salt Lake City. The 50ish women at the desk was very nice, and quickly got my paper work together. Then it all when south......While I was filling in the paper work she proceeded to tell me about how she skidded around the highway last night and she hit another car. I see this problem often with this type of employee. They get chatty and forget the boundaries. They are very friendly mom types who know a lot of the rules the younger employees miss by a mile (you know things like please, thank you, actually acknowledge your presence) but often miss the mark on this . It's the wow... bad weather, kidnapping, big fire, I think I am being friendly with my customer conversation. Friendly maybe positive no way. So remember to remind everyone "KEEP IT POSITIVE" when tying to be friendly!

Have a nice day!

Rob

PMA 2007

I will be speaking next week at the PMA convention in Las Vegas. I am scheduled to speak on Wednesday and Thursday on customer service.

Links with information on PMA sessions:

https://pma07.bdmetrics.com/portal/ViewSession.aspx?id=1391080

https://pma07.bdmetrics.com/portal/ViewSession.aspx?id=1392160

I hope to see you there!

Rob