A Prescription for Seriously Sparkly Service

A guest post from Chip Bell… When I ask my friends and work colleagues to name the best service providers they know, rarely is a healthcare provider on their lists. I often wonder why an organization that is so personally important to customers providing service at their customer’s most vulnerable moments would not be the Read more about A Prescription for Seriously Sparkly Service[…]

How to Whip Up 9 Secret Sauces to Create an Over-the-Top Guest Experience

It’s time for the second session of the summer term of the 2016 GsD program, and just as in previous summer terms, we are conducting a reading survey course. Over the next few weeks, I will be listing a broad overview of some of the best literature in the field of customer service – and you will quickly Read more about How to Whip Up 9 Secret Sauces to Create an Over-the-Top Guest Experience[…]

The Importance of Clarity in Your Guest Experience

The process of making consommé is one of the most interesting things a chef will do in the beginning of his culinary education. Interesting, because you take a perfectly good stock and add a mixture of egg whites and lean ground beef, which has the effect of looking like a ground beef milk shake. That Read more about The Importance of Clarity in Your Guest Experience[…]

Your Guest Experience – Like a Fine Sauce – Only Happens with a Lot of Work

Some of the most flavorful, satisfying, and versatile sauces in the culinary world are an emulsion – but you’ve got to work to make one. This is an emulsion: an agreement between two unlike elements (butter and water), achieved by heat and motion. If you get it slightly wrong – as when the sauce starts to Read more about Your Guest Experience – Like a Fine Sauce – Only Happens with a Lot of Work[…]

9 Secret Sauces That Will Make Your Guest Experience Unique

Stock… …the foundation for all classical French cooking. At the CIA (that’s Culinary Institute of America), you start off a three-year education by learning how to peel vegetables and prepare a basic stock. You don’t do it once – you do it every day during the three-week rotation of the first class. Students move on after the Read more about 9 Secret Sauces That Will Make Your Guest Experience Unique[…]

The Magic of Performance in Your Church’s Guest Experience

The empowered team member who confidently goes above and beyond for a customer is a practitioner of Performance Magic. Service magicians use genuine rapport and personal connection with customers to create performances that are magical. Customers receive the product or service they want or need, but they also get that something extra that makes the Read more about The Magic of Performance in Your Church’s Guest Experience[…]

The Magic of Process in Your Church’s Guest Experiences

Process Magic is at work when an organization – large or small – creates a standard operating procedure that seems just the right thing to do. Practices, policies, and procedures from initial contact to problem solving that amaze the customer with seeming ease are magical. The service magician who implements those practices with style and Read more about The Magic of Process in Your Church’s Guest Experiences[…]

The Three Ps of Service Magic

Service Magic An unexpected experience with a touch of style, grace, and imagination the customer remembers with fondness and a smile. Creating an unexpected, unpredictable, and valuable experience that is both memorable and reproducible. Today’s customers are often surrounded by lackluster, mediocre service in every industry. How can you win their attention, admiration, and loyalty? Read more about The Three Ps of Service Magic[…]

9 Principles of Innovative Guest Experiences

Value-added has long been the service solution for the best-of-class service providers. They take what customers expect and add a little more. Chip Bell, award-winning author, speaker, and consultant on customer service, thinks its time to up the game: It’s time for value-unique service. Value unique is different from value-added. It is not about addition Read more about 9 Principles of Innovative Guest Experiences[…]

Take the Magnetic Test for Your Guest Experience Teams

Magnets have wonderful properties; one of the most amazing is they can both attract and repel. In a previous post, I wrote about “Magnetic Personalities“. If you haven’t read it yet, I encourage you to jump over and take a look at it – it’s a quick read, and it will give some background to Read more about Take the Magnetic Test for Your Guest Experience Teams[…]