Comments for Dennis Snow Blog» Dennis Snow Blog | Unleashing Excellence

Comment on The Best Career Advice I Ever Received by Daniel Rodriguez

Daniel Rodriguez — Thu, 02 Sep 2010 16:57:44 +0000

This is a great post. I guess we can all learn something from our past bosses.

Comment on The Best Career Advice I Ever Received by Dennis Snow

Dennis Snow — Thu, 02 Sep 2010 15:37:41 +0000

Richard, you are more than welcome to reference the blog. I hope your team finds it to be helpful!

Dennis

Comment on The Best Career Advice I Ever Received by Richard Dealtry

Richard Dealtry — Thu, 02 Sep 2010 15:29:50 +0000

Great comments Dennis
I would like to ref your blog on our Corporate University Manager Vector programme. Is that OK to you
Best regards

Comment on Employee Recognition – The Guest Service Fanatic by Dennis Snow

Dennis Snow — Wed, 01 Sep 2010 16:31:47 +0000

Adrian, I hadn’t thought of the primacy/recency effect you mention; but you’re right. On-the-spot recognition is one way to make sure those possibilities don’t derail the purpose of recognition.

Comment on Employee Recognition – The Guest Service Fanatic by Adrian Swinscoe

Adrian Swinscoe — Tue, 31 Aug 2010 08:44:36 +0000

Hi Dennis,
Just a short not to say that I really like the idea of the guest service fanatic recognition pieces. A great tool that I have not seen before and a great way to recognise team members on an ongoing basis. Also, would reduce any primacy/recency effect in any employee/team member of the month scheme.

Adrian

Comment on Speaking of Service Excellence – Your “True Product” by Julie-Ann

Julie-Ann — Tue, 31 Aug 2010 03:52:40 +0000

Great advice and thanks for the reminder. While all companies are in business to make money, they can’t do it without serving customers. Those that excel in making customers truly happy will thrive. As this article (http://www.upyourservice.com/learning-library/customer-service-improvement/what-is-rons-website-really-for) points out, companies that understand what their clients want tend to grow.

Comment on Customer Service Excellence – It’s the Small Things by Julie-Ann

Julie-Ann — Mon, 30 Aug 2010 12:14:41 +0000

It’s great to hear about companies that do things right. Dennis, you are absolutely right that it’s the little things that seem to leave the strongest impression on customers. As this piece also points out (http://www.upyourservice.com/learning-library/customer-service-perception-points/little-things-can-mean-a-lot), great customer service doesn’t have to cost a fortune.

Comment on The JetBlue Flight Attendant Incident by Julie-Ann

Julie-Ann — Mon, 30 Aug 2010 12:11:41 +0000

You are so right on this. The employee really crossed the line. As this article suggests (http://www.upyourservice.com/learning-library/customer-service-perception-points/youre-as-good-as-your-weakest-link), companies like JetBlue often suffer from their weakest link. When it’s identified and strengthened customer perceptions are likely to rise.

Comment on Tips For Being a Good Customer by Julie-Ann

Julie-Ann — Thu, 26 Aug 2010 03:24:16 +0000

Thank you so much for sharing your insights. You are quite right that customers can set the tone for the experience they receive. As this piece mentions (http://www.upyourservice.com/learning-library/customer-service-contact/whine-moan-a-complain-then-contribute), customers often do have the power to effect a change when they see one needs to be made.

Comment on Right Fit Talent at its Best by Julie-Ann

Julie-Ann — Thu, 26 Aug 2010 03:19:23 +0000

Sounds like JetBlue has come up with an excellent way to inspire customer confidence and even boost loyalty. I know I’d feel a whole lot better flying knowing that the flight crew had true emergency training. This article (http://www.upyourservice.com/learning-library/customer-service-perception-points/so-simple-so-small-yet-means-so-much) points out that fairly small and simple measures can catapult a company into a customer service leadership role. JetBlue’s brilliant decision fits this piece of advice perfectly.