Are You Ready for an Audit – a Guest Experience Audit?

During the spring of my junior year of high school, I was completing a typing class (yes, that was a thing back in the dark ages). My teacher also happened to be the teacher of the Accounting class, and one day I happened to have some spare time, and I used it to flip through Read more about Are You Ready for an Audit – a Guest Experience Audit?[…]

When It’s Everybody’s Job, It’s Usually Nobody’s Job

Recently my family went to one of our favorite “special occasion” restaurants because the food, atmosphere, and service are always enjoyable. It was around 7 PM on a Friday night, and with no reservations, we expected to wait. However, by the time I had parked the car after dropping them off, they were seated and Read more about When It’s Everybody’s Job, It’s Usually Nobody’s Job[…]

Old-School Disney is Definitely Not Old-Fashioned

The Disney organization is the greatest practitioner of Guest Experiences around today. Books have been written about what the cast members at Disney do to make people feel welcome (I know – I’ve read all of them, and own most of them). As good as books are, sometimes you need to experience learning. On a Read more about Old-School Disney is Definitely Not Old-Fashioned[…]

Delivering an I CARE Guest Service Experience at Your Church

Ask almost anyone about a recent customer service experience and the odds are it will be “meh” at best and a total failure at worst. Research by Bruce Loeffler and Brian Church backs that up. Customers are increasingly frustrated because “no one seems to care.” Fortunately, Loeffler and Church, co-founders of Experience International, were not Read more about Delivering an I CARE Guest Service Experience at Your Church[…]

Paying Attention to Small Details Delivers the Big Picture

To design most effectively for our guests, we learned that we had to observe them up close, waiting in lines with them, going on rides with them, eating with them. Going out into the park taught us how guests were being treated and how they responded to sensory information, what worked and what didn’t what Read more about Paying Attention to Small Details Delivers the Big Picture[…]

When It’s Everybody’s Job, It’s Usually Nobody’s Job

Recently my family went to one of our favorite “special occasion” restaurants because the food, atmosphere, and service are always enjoyable. It was around 7 PM on a Friday night, and with no reservations, we expected to wait. However, by the time I had parked the car after dropping them off, they were seated and Read more about When It’s Everybody’s Job, It’s Usually Nobody’s Job[…]

What is Your Share of Your Guest’s Mind during a Guest Experience?

Beyond Philosophy has created some great ideas and tools for understanding customer experience in the corporate world. In their book Revolutionize Your Customer Experience by Colin Shaw, the concept of Share Your MindTM is introduced. Beyond Philosophy discovered that there are four different levels of customer attention: Oblivious Distracted Engaged Captivated Graphically it looks like Read more about What is Your Share of Your Guest’s Mind during a 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[…]

The Patient Experience – Up Close and Personal

In the past three weeks, I have had two medical procedures where I encountered first hand, an amazing Patient Experience. In the past, I have written about the Patient Experience from an outsider’s perspective, but this time, it was up close and personal. If you like details, read on. If you want the bottom line, go Read more about The Patient Experience – Up Close and Personal[…]

Customer Service is Never Out of Date – or Out of Place

Epiphany at the Gas Pump Regular readers of this blog know of my borderline fanaticism in the area of Guest Services related to ChurchWorld. Some leaders cringe at those words, but the fact is people who come to church are consumers, and leaders in ChurchWorld can learn a lot from good customer service practices wherever Read more about Customer Service is Never Out of Date – or Out of Place[…]