Teachable Moments

Customer Experience: A Child’s Party

August 21st, 2018

A LESS-THAN-SMOOTH CELEBRATION An anxious mother had booked an indoor play area for her toddler son’s birthday. She had planned it all ...

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Incorporate Civility Into Your Discussions

July 2nd, 2018

John's Perspective It's acceptable to disagree, but it's never acceptable to be rude. As a leader, you will often be faced ...

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Customer Experience: Luxury Fashion

June 6th, 2018

LUXURY SHOPPERS EXPECT A PERSONALIZED, ELEVATED RETAIL EXPERIENCE A busy executive decided she was going to invest some of her precious ...

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Job Candidates Are Also Customers

May 9th, 2018

John's Perspective Talent selection is about impressing both sides. Always ensure that all candidates think highly of your ...

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The Worst Apology I’ve Ever Heard

April 30th, 2018

John's Perspective Service recovery is a necessary part of conducting business. Invest in executing it properly and even in the ...

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Teachable Moment: Resolve Guest Problems

December 1st, 2016

SCENARIO Two women have been waiting for their brunch order. They flag down the waiter, and one of the women complains, “we’ve been ...

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Teachable Moment: Gratitude for Donation

October 27th, 2016

SCENARIO A college student donated online a small amount of money to a charity. After her credit card was processed, a web page popped up ...

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Teachable Moment: Inappropriate Language

October 20th, 2016

SCENARIO Two ladies dropped off their rental car at the airport and needed to take a cab to their final destination. As they approached ...

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Teachable Moment: Hunt for Help

October 13th, 2016

SCENARIO A gentleman went to a department store to return some merchandise. He walked up to two sales clerks standing at a register, and ...

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Teachable Moment: Sales Emails

October 6th, 2016

SCENARIO A young woman is in the last year of her car lease and sends the car dealership an inquiry from their website. The car dealership ...

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