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In: Customer Experience

In most cases when I have to call a customer service or tech support department, I expect the worst…..long and confusing phone menus (cable TV), continual transfers to get you to the right person (banks), long wait times (the recording, “we are experiencing higher than average call volume”, is always on) and frustrating conversations with employees who may or may not have the appropriate training. But, I absolutely LOVE Go Daddy technical support. I store all of my domains with Go Daddy and use them for website and blog hosting. Because I use so many different services across numerous sites, I occasionally need help andRead More →

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In: Improving Results

Just talking to our employees may be one of the most powerful levers to improving business performance. I have been involved in countless process and results improvement projects over the years and have noticed a specific trend. We often make the problems more complex than they need to be and, as a result, overlook one of most obvious solutions – simply discussing the problem with our team members. This is SO important because I have proof that a simple conversation between a leader and a team member happening just one time is enough to drive lasting improvement in results. Why? We often assume that theRead More →

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In: Operations Best Practices

Today’s post is a combination of venting and advising. Over the past two weeks, I experienced two, completely different customer experiences at a global, well known eyeglass chain; Lenscrafters. One was terrible and the other one was outstanding. Are your customers experiencing the same thing or have you taken measures to ensure and demand consistent and/or repeatable processes? Here’s my “customer experience” story… The purpose of both Lenscrafters’ visits was to adjust the frames on my glasses. If you wear plastic frames like I do, you know that they stretch out and get looser over time and need to be tweaked on a regular basis.Read More →