The Good, the Bad and the Ugly

Since reading Dr. Escoe's last blog highlighting customer focus, it seems as though our customer service antennae have been buzzing. We have looked within our own organization and made observations while out in public. I recently had a disappointing customer service experience at a local coffee spot. The cashier did not smile when I approached the counter nor throughout the entire transaction. This cashier did not say "hello" or "thank you" and did not ask me if I wanted a receipt (I was at a business meeting). In starting out the business meeting, I began to share the experience with my colleague and we must have spent 45 minutes on this topic discussing mainly our recent poor examples and some positive ones. I know we must all have these experiences to share. So, without naming specific companies or people, we would love to start a discussion via this blog on the topic of customer focus. Please share your stories and thoughts below including the good, the bad and the ugly and what you would do differently, what your learned from it, or how your organization maintains customer focus.

Looking forward to the discussion!