Month: May 2016

If you focus on your competition, you will constantly be playing catch-up.    While you and your competitors are busy fighting over fractions of a market-share point, someone else will come in and completely change the game. In May of 2003, I experimented with 9 service leaders. I invested $1,000 in each of the below service … Read more

Passionate About the Customer Experience. This is the world’s largest home improvement retailer, with stores averaging approximately 104,000 square feet of enclosed space and approximately 24,000 additional square feet of outside garden area. They had 2,274 Home Depot stores at the end of fiscal 2015. Sales grew $5.3 billion to $88.5 billion, an increase of 6.4% from fiscal 2014. In … Read more

watch “Customer Service Strategy for Restaurants” on YouTube  Hi I’m John Tschohl, I’d like to talk about how you can use customer service strategy for restaurants to keep more customers, to get more people to use word of mouth advertising to talk about how great you are. You know, in restaurants we like the decor … Read more

watch “Customer Service Recovery for Restaurants” on YouTube    Hi I’m John Tschohl I’d like to talk about customer service recovery for restaurants You know, if there is an industry that seems to have more problems and more difficulties, its gotta be in the restaurant business. So when I talk about service recovery, I’m talking … Read more

watch “Customer Service Recovery for Hotels” on YouTube    Hi. I’m John Tschohl. I’d like to talk about customer service recovery for hotels, so you can keep customers, avoid them going on to TripAdvisor and putting negative comments in, and create what I call an incredible word of mouth experience. In your hotel, regardless of … Read more

watch “Customer Service Recovery” on YouTube  Hi. I’m John Tschohl. I’d like to talk about how we can use customer service recovery for healthcare to eliminate some of the customer complaints. To get customers to come back. Now you might call them patients, I like to call them customers. In your healthcare operation, whether you … Read more