Archive for the ‘Case Studies’ category

Is training punishment for your people?

February 23, 2009

Last summer, I read an article that stuck in my memory. It was about US Airways pilots who, because of the increase in fuel prices, were forced to take fuel-management courses if they ordered an extra few minutes of fuel for their flights.

One former Continental pilot Bruce Meyer, said he had to hide that
he was putting a safety cushion of fuel on board.

Then US Airways pilots took out an ad that said the airline “embarked on a program of jailintimidation to pressure your captain to reduce fuel loads.” Senior pilots — those who are well aware of the vagaries of flights — were targeted for (gasp!) fuel conservation training.

Their punishment was training!

(more…)

Service secrets from the world’s most luxurious hotel

January 16, 2009

burj-from-beachWhat makes a hotel 7-star? How do the hire and train staff to ensure service literally fit for kings? Dubai’s world-famous Burj Al Arab hotel holds the answers.

(more…)

Customs officers should learn the custom of respect

January 5, 2009

Their job is to prevent any contraband from entering the US. But did these Customs officials have to be so darned surly in the process?

Some enforcement officers believe that they need to be human pit bulls and project an air that would have scofflaws cower. I beg to differ. I think one can be imposing while being respectful. These officials are the first impression many foreigners have of Americans on US turf. So why allow belittling behavior?
(more…)

Management makes right decision

January 2, 2009

My friend and I had looked forward to this catch-up lunch. The restaurant was busy even though it was only 11:30.

Upon sitting down, I informed our server I wanted to buy one of their special “free pizza with gift card” deals. I gave her my credit card and she said she’d be right back while we looked over the menu. She returned with my credit card saying there was a problem validating the gift card so she’d try it again after she put in our orders.
(more…)

Bike shop spins customer loyalty

September 28, 2008

The guys at Willow Glen Bicycles in San Jose keep knocking my socks off with their service!

Dick and his crew are the kindest, most generous and knowledgeable bike staff around. I’ve watched them take care of the most proficient cyclist with thousand-dollar bikes to kids on Schwinns. When I wheel in my 30+ year-old 10 speed, they never laugh or make me feel like an old lady riding an antique. I’ve been to other local bike shops, including the previous owners at this location, and never been treated so well.

Today, is a great example. Last week I took in my bike because the odometer/speedometer I bought from them a few months ago was not working. At that time one of the senior techs suggested I get a new battery and he wrote down the battery number. I bought a new battery, installed it and it still didn’t work, so today I rode in to see if I hadn’t done something right. They tested the battery — it was fine. So Dick, the owner, replaced the unit with a higher level one saying the one I had was defective. He activated it and I was on my way. He wouldn’t take anything for the new one as he said he’d send in the old one and get a replacement from the manufacturer.

I asked if I could buy a tire valve cap and he said, “No.” I knew he was kidding and said, “We don’t charge for those.”

(more…)

Amara Hotel exemplifies superior service

September 14, 2008

Some hotels claim to have superb service. Others actually provide it. Here’s an example of some of the outstanding service I received on my recent stay at the Amara Singapore.

Arriving at 6:00 a.m. from my overseas flight, I was informed I needed to check back at 10:00 to see if a room was available for early check in. Or I could pay for an additional night’s stay. I choose to cool my heels until 10, and asked where I could change clothes. Expecting to be directed toward the ladies room, I was pleased to be told I could take a shower, use the workout facilities and change clothes in the gym. After stowing my luggage, I set out for the gym.

(more…)

Do you trust your customers?

August 11, 2008

In a recent vacation to Lake Placid, NY, I was taken down a winding country road to South Meadow Farm. We entered the small room attached to the barn which displayed a large variety of local food stuffs. We were tempted by shelves of maple syrup (light-, medium-, and dark-amber varieties), homemade jam, maple-based candy and other local goodies.

But what was missing was most striking.

(more…)