Catching up with Karyn
Never Try To Teach A Pig To SingâŚ
An experience that makes your customers âFeel Goodâ is an experience that is going to bring those customers back to you. More than that, âFeel Goodâ creates word of mouth: customers love to tell their friends, co-workers, and at least some of their relatives about the fantastic time theyâve had, so that their friends, colleagues, and family can enjoy the experience as well.
The problem is that not everyone wants your customers (or patients, if youâre in a healthcare setting!) to feel good. In a book Iâve recently written with two of the smartest people I know (T. Scott Gross and Greg Ayers), we examined the three types of people youâve probably got working for you, and how they feel about creating a âFeel Goodâ experience for your customers.
Never Teach a Pig to SingâŚIt Wastes Your Time and Irritates The Pig!
Not everyone is psychologically capable of extending âFeel Goodâ to perfect strangers. Thatâs just a fact of life, and no amount of training, no incentive program, no creative ...
Improv Your Customer Service
My youngest son, Adam, is a student at Second City, the school of improve in Chicago, the springboard for so many of the Saturday Night Live cast. Finally people who can appreciate what his high school teachers could notâhis comedic genius! (How many trips to the principalâs office for entertaining his classmates?)
Recently I asked him how he was applying his lessons at Second City to other areas of his life (hoping that my tuition dollars were getting the most bang for the yuck, so to speak). I was pleasantly taken aback by the wisdom he has acquired. He works evenings waiting tables (as many starving artists do) at a local restaurant/jazz club: Andyâs Jazz Club. (For those of you living or visiting Chicago, definitely check this place outâgreat food and great music [and amazing waitersâat least on certain nightsâŚ]).
He explained that the two most important rules of Improv are 1) Never say no. Whatever the situation, say yesâtake whatever situation youâre given (especially the unexp...
