Terri Hitchcock's Blog (13)

Guests...the great mystery...

Rewarding Feedback is unofficially officially declaring January 29th - February 4th "Understand Your Guest Week"!

Do you have what it takes to TRULY know and understand your guest?

In the week of January 22, we're going to ask some tough questions. If you or your resources don't know the answers, your guest may be a bigger mystery than you'd like to admit.

To participate, send us a note at IAcceptYourChallenge@rewardingfeedback.net…

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Added by Terri Hitchcock on January 19, 2012 at 6:46am — No Comments

Saving your brand - One comma or spell check at a time

A good friend, Judit Halin, accomplished a personal goal this week that made my chest swell.

She's taken to the market to offer inspiring hope to "non-writers" in how not to embarrass one's self or more importantly, one's brand, with poor grammar, misleading sentences due to bad structure and other noteworthy mistakes we "non-writers" often make out in the real world.

Maybe her blog and other resources can assist you the next time you're ready to press send or attach a… Continue

Added by Terri Hitchcock on February 10, 2010 at 11:47am — No Comments

Hell Hath No Fury Like A Consumer Scorned

Last evening I stopped by a local burger hot spot for take-out for my better half. He was in withdrawal and needed a banquet burger something fierce.

The place of choice is in Brampton and is probably the single largest contributor to clogged arteries in the area and loved by most. Grease abounds and the burgers and buns are large enough to take a bullet through the top and the metal never make it through to the other side.

The format is cafeteria style, so I placed my… Continue

Added by Terri Hitchcock on January 25, 2010 at 6:48am — 4 Comments

What do you have to lose but the illusion that you are in control of your customers?

An excellent question posed by John Sviokla in the Harvard Business Review today.

http://blogs.hbr.org/sviokla/2009/12/better_customer_service_throug.html

Transparency with the consumer is one of the biggest fears that our business has to overcome with the restaurant industry during the sales process. Not once have I heard a potential customer tell me that our process is wrong or that our software isn't right for the consumer or that it won't make the establishment a… Continue

Added by Terri Hitchcock on December 22, 2009 at 9:30am — 1 Comment

Unsure what to give this holiday season? Give them a RAK!!!

Gang, a story like this makes my heart swell with pride. Taken from the Toronto Star newspaper this morning.

Happy Holidays. Join us in the Group "Random Acts of Kindness" for other stories: http://www.fohboh.com/group/randomactsofkindness

http://www.thestar.com/actsofkindness/article/741064--24-hours-of-kindness?bn=1

Added by Terri Hitchcock on December 21, 2009 at 6:29am — No Comments

THINGS I’VE LEARNED IN 2009 THAT CAN BENEFIT YOUR BUSINESS

It's nearing year-end clean-up time for my businesses, so I've been rummaging through some notes that I've made over the year. If you compare my thoughts to those of the Dalai Lama you'll note that I'm more than a little off the mark...LOL

1. Remember that great passion and great service involve great risk. Done right, it's worth it.

2. When you lose a customer, don't lose the lesson.

3. Take responsibility for your customer. They often don’t know what they don’t want until… Continue

Added by Terri Hitchcock on December 4, 2009 at 10:29am — No Comments

Which Wolf Wins?

Wisdom from a Cherokee Chief

One evening an old Cherokee told his grandson about a battle that goes on inside people. He said, "My son, the battle is between 2 "wolves" inside us all.

One is Evil. It is anger, envy, jealousy, sorrow, regret, greed, arrogance, self-pity, guilt, resentment, inferiority, lies, false pride, superiority, and ego.

The other is Good. It is joy, peace, love, hope, serenity, humility, kindness, benevolence, empathy, generosity, truth,… Continue

Added by Terri Hitchcock on December 1, 2009 at 7:12am — No Comments

How A Marshmallow Can Help Predict the Future Success of Your Business

There was a study done in the 1960’s by researchers at Stanford University called the Marshmallow Test, led by psychologist Walter Mischel.

Researchers gave children an option – have a marshmallow or cookie, for example – right now or wait while the researcher left the room for 15 minutes and they could have two.

Obviously the test was used to determine self-discipline and the need for instant gratification.

The study found that only 30 per cent of the group of… Continue

Added by Terri Hitchcock on November 4, 2009 at 12:10pm — No Comments

I’ll show you mine, if you show me yours…

Not what I want to be hearing when it comes to confidential client data.

I overheard an interesting conversation this week that had me stunned into silence. (Those of you that know me can stop laughing – I really was silent on this one – Shesh!)…LOL

Two young ladies on the train were talking about an offer they’d received from a database management firm looking for contact information for consumers. Both appeared to be tempted to take the organization up on its “offer” -… Continue

Added by Terri Hitchcock on October 28, 2009 at 12:05pm — 2 Comments

Does your business know how to KISS?

Keep it Simple, Stupid.

I’ve never been a person who chases a promo. If it’s offered to me and it coincides with my immediate desires, I’m in. Otherwise, I’m not likely to be the woman that cashes in 30,000 pudding package bar codes for a car or puts a video on the internet of herself doing something outrageous in the hopes of winning a trip.

BUT, every once in a while there’s something that piques my interest and, “sure as shootin’”, I jump in with both feet only to find… Continue

Added by Terri Hitchcock on October 26, 2009 at 12:22pm — 4 Comments

Service Cramps - Aspirin anyone?

Below is an amazing article that was forwarded to me. I'm willing to bet that once you stop shaking your head in disbelief you'll be nodding in acknowledgement...LOL

Admit it, you've seen at least one of these scenarios...LOL

By LESLIE BRENNER / The Dallas Morning News

12:03 PM CDT on Friday, October 16, 2009

Diners dish about their restaurant peeves

As a seasoned diner, you've been through it all.

You've listened,… Continue

Added by Terri Hitchcock on October 20, 2009 at 8:44am — 5 Comments

May I borrow your time machine? I need to go back and stop myself from having a recent discussion with a potential customer…

I had this disturbing discussion with a potential customer that has me both frightened and laughing at the same time.

We discussed the importance of the guest experience and how tough it is to find the right resources to represent a brand appropriately. We outlined that measuring a resource's success can be even tougher. Here’s what had me falling off my chair – the management team of this small chain doesn’t want resources measured – especially not by the customer and not while in… Continue

Added by Terri Hitchcock on September 24, 2009 at 1:08pm — 2 Comments

A Side of Wow

I finished reading a Robin Sharma book today that really got me “jazzed” about my passion — the customer experience. The book is called “The Greatness Guide”. See, Robin get’s it. The book is filled with little “gotchas” that make you think about yourself and how you affect the people around you and how you choose your responses to every situation – good, bad or indifferent.

Too bad we can’t clone Mr. Sharma and put him in every restaurant in the world.

I challenge you and… Continue

Added by Terri Hitchcock on August 8, 2009 at 10:36am — 1 Comment