I was recently out to dinner with my wife Michele. We were at an italian restaurant that was new to us since we were visiting from out of town. I didn’t see my favorite dish on the menu so I thought I’d ask if they could make it. When I asked the waitress if the […]
I recently went to Mexico on vacation with my family where we stayed at one of those all inclusive places. While down there, our US president gave his first oval office talk which was about, of all topics, building a wall to prevent Mexicans from coming into our country. I’m not saying that the wall […]
Aren’t the holidays about giving? What’s it like to give the perfect gift or get the perfect gift? Growing up in a big family and because it was costly to buy everyone a gift, our family practiced what we called Kris Kringle which went like this: On Thanksgiving, we would all pull names out […]
As Thanksgiving is upon us kicking off the holiday season and all that goes with it, it’s a good opportunity to talk about service. Our last blog was about hospitality and how that concept relates to service. We talked about thinking of service as entertaining and conversing with guests at our houses versus just […]
One of our top 10 service concepts is thinking of service as hospitality like you were entertaining guests in your home. This is how Danny Meyer the great restaurateur thinks of service. I like this concept as it elevates the “service” to more of an art form and one of engagement with a client versus […]
The title of this blog has become a phrase that a few of us at Fabricare use to make sure we handle a customer request or issue at the highest level. Although following up on something is a basic business practice, we want to have a conversation on how that relates to customer service. Let’s […]
The upcoming July 4th holiday has me thinking about service from a different perspective. The servicemen and women gave for their country. Starting with George Washington who led his troops against all odds to win the freedom for Americans. Then when the war was over, Washington wanted nothing more than to return to his farm in Virginia […]
Service is ultimately about being kind. When I first had the idea of developing a culture of service, I quickly wrote down the top ten “concepts” I learned over my 30 years in service industries. It wasn’t until my web designer told me there were 11, not 10 concepts that I realized I miscounted. As […]
Burger King made that there theme line for many years and I can still remember the jingle from when I was a kid, “…special orders don’t upset us…have it your way at Burger King”. BK was trying to differentiate themselves from McDonalds who had fixed sandwich selections. For a fast food restaurant, this was a […]
I recently went on a golf trip and upon arriving at the airport found my bag damaged. As you can see from the pics, it looked like it was dragged all the way from Connecticut to Florida. Since these blogs try to get at the heart of how a customer feels through service, I […]