(2) Espresso Shots of Business Wisdom

For this Espresso Shot of Business Wisdom, I'm sharing the best advice I've heard for delivering great customer service.

Click on the play button below to watch/listen. Enjoy.

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Comments

[Valeria Maltoni]

Good delivery, John. We had a whole conversation on improv at a FC event a couple of years back and it is truly amazing how we can learn to be attuned to what's going on in the environment vs. reverting back to script.

[johnmoore (from Brand Autopsy)]

Valeria ... I've dabbled a little in Improv. A few years back I took a series a classes and quickly saw how Improv can improve my approach in business. So yeah, there are many lessons we can learn from Improv.

Some of my past posts on Improv & Business include:
Lessons Learning from Improv;
Gifting is Giving;
Interview with Patricia Ryan Madson (Improv Teacher)

[Valeria Maltoni]

John... this is great stuff, thank you. Funny that yesterday I would inaugurate a whole series on connections called and modeled after kata. Which is a little bit of the same concept -- being in the moment, appreciating the gift (acknowledgment) and acting (the practice). We were clearly drinking from a similar cup ;-)

[Jay Ehret]

John...you are so right, it's the special moments that people remember about a great customer experience. Usually when someone shares a great experience they will describe a special moment. The moment galvanizes the experience for them.

[kristen]

Great post John! I think Nordstrom is another great example of employees "taking a moment to make a moment". Not only do they cater to your every need while shopping but I always get a note in the mail days later thanking me for my business. The experience becomes a great one and the next time I need something I will remember that moment and go back.