Chris Reed's Page

Profile Information

Title
e-Services Manager
Company
NTA
Twitter Handle
c_reed
What best describes my company
Other
Personal Quote
Never over-analyze an awkward pause.
Biography
With Definition Brings Clarity:
How One Employee Uses His Values To Pursue His Passion.

Making decisions always involves the consideration of alternatives. For Chris Reed, the alternatives for his next career path came front and center in August of 2006. After discovering a passion for marketing, branding, and communications, and pursuing that passion for 10 years, he was presented with the opportunity to go back to school and complete his degree. Now, after completing his degree, Chris has found his next long-term career. The values that have provided the foundation for his personal and professional success seem to play a major role in any decision he makes.

“First and foremost, you must be honest,” says Chris. “Being honest with yourself instead of trying to be something you’re not is just as important as not telling lies. If you can’t be honest with yourself, how can you expect to be honest with someone else?” Honesty is the first thing Chris considers whether at home or at work. He adds, “So many organizations say they want to achieve ‘this’ or will provide ‘that’. And I think they do have good intentions. But you don’t have to look very far to see those that aren’t being honest with themselves, their employees, or their customers. If your business practices aren’t honest, if you’re dishonest with consumers and with your employees then, honestly, the future of your business is uncertain.”

Experienced adults that return to school will, at some point, question their decision. Chris reached that point, admittedly more than once, and it was at that point where his ability to maintain a long-term focus helped him reach his goal. “There were a couple of late nights in particular when I was asking myself, ‘Why are you putting yourself through this?’ Long-term focus allowed me to keep an open mind, to learn from others, and ultimately, to realize my goal.” On the subject of business, Chris comments, “Everything you do must be a building block for the future. It’s so easy to get caught up in the daily trap of putting out fires and lose long-term focus in the process. Long-term objectives must be clearly defined for long-term clarity.”

Sipping a cup of coffee and looking at pictures from a recent family vacation to Walt Disney World, Chris begins to reminisce about when he was first introduced to true customer service. “Most kids at Disney World are concerned about seeing the characters and experiencing the attractions. I was busy telling my parents that I was going to work there someday.” Enamored with Disney’s ability to exceed expectations, Chris did exactly what he said he was going to do. “It’s one thing to exceed the expectations of your guests. The real accomplishment is establishing a culture in which you can exceed the expectations of your employees. You can’t fully attain one without the other, and Disney taught me how to achieve both.”

Basing decisions on these values has allowed Chris to exceed the expectations of those around him and, in turn, pursue his passion.

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Chris Reed's Blog

Encouraging Complaints

Posted on August 15, 2008 at 4:00am 8 Comments

The next time you are presented with the opportunity to listen to a Guest complaint, consider yourself fortunate. Yes, that’s right…fortunate. The reason for this is that most Guests who complain and have their issue properly resolved are very likely to become loyal Guests. However, some research indicates that as many as 90% of Guests who perceive themselves as being wronged never voice their complaints to the company, and simply take their business elsewhere. In most cases, the company never… Continue

Silence That Resonates

Posted on August 7, 2008 at 6:08am 2 Comments

Sometimes the smallest things make the most noise. A crying newborn baby can make a lot of noise. A bird singing outside your bedroom window early on a Saturday morning can make a lot of noise. Someone’s cell phone ringing in a packed movie theater can make a lot of noise. And, a seemingly insignificant beverage napkin lying on the floor of a restaurant for thirty minutes can certainly make a lot of noise.



The noise made by that napkin is a noise of a different kind. In fact, the… Continue

Standing Up For Optimism

Posted on August 1, 2008 at 4:00am 8 Comments

How much negativity can one entity push on another? That depends on how much that other entity is willing to put up with, or just simply ignore altogether. These days, you don’t have to look far to find an unhealthy dose of negativity. Visit any news website, watch any newscast at any time of the day or read any newspaper, and you will quickly see just how pathetic our lives are. Forget optimism, forget feeling good about yourself, forget going to work with a smile on your face, forget about… Continue

What Guests Really Want

Posted on July 25, 2008 at 6:34am 6 Comments

Before you serve the first Guests that walk through the door today, remember this: even with seemingly endless options available, those Guests chose your restaurant. Their reasons for selecting you will vary from person to person, but they all share one common desire. What is that desire? Preparing great food and providing outstanding service may seem to be the obvious answer to both our Guests and us. In fact, you would probably even get that answer from your Guests if you asked them what they… Continue

Comment Wall (19 comments)

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At 10:15am on October 31, 2008, Dinersfeedback.com said…
Thanks . I am checking it out now .
At 1:41pm on September 9, 2008, Andy Swingley said…
It's been three weeks since you posted here and it has been over a week since you posted on TR. How am I supposed to stay engaged in life without your blogs?
At 12:16pm on August 29, 2008, Jeannine said…
You have to warn people or when they're drinking something they could hurt themselves... :)
At 8:54am on August 22, 2008, Judy "the foodie" Asman said…
Thanks, good morning!
At 4:16pm on August 19, 2008, nick said…
Glad to hear you think customer engagement is important! I enjoy getting to know business owners and offering feedback.
At 8:05pm on August 15, 2008, Michael Henshaw said…
Thank you Chris. You always have great teaching points in your posts. And my post on TR was very heartfelt. Amanda and what she is doing are both phenomonal.
At 8:45am on August 7, 2008, Judy "the foodie" Asman said…
Aw shucks. And I didn't even have to pay you to say that! Smiles
At 8:34am on August 7, 2008, Judy "the foodie" Asman said…
Exceptional post this morning. Thank you!
At 6:33am on August 6, 2008, Andy Swingley said…
Thanks for your participation on my blogs. Your comments are always appreciated. On a side note, I enjoy your stuff so much!
At 2:35pm on August 5, 2008, erin said…
seems i'm everywhere! i now have two pages on fohboh...one just wasn't enough :)
 
 
 

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