Paul Orfalea's Blog

Feb 25 2010

Customer Service Hero: Trader Joe's

When was the last time an anonymous customer wrote a song and produced a music video praising your company? This YouTube video, called "If I Made a Commercial for Trader Joe's," has been viewed over half a million times.

4 comments - Posted by Paul Orfalea at 6:17 PM

Feb 23 2010

The Getty Gets the Art of Customer Service

Historically, arts and education organizations have not focused on customer service, perhaps because they did not see themselves competing with other attractions. But they do compete for discretionary spending, and some have begun to recognize the value in providing an excellent visitor experience. Excellent customer service helps turn visitors into donors.

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Categories: Corporate Culture | Customer Service | Philanthropy | Education

2 comments - Posted by Paul Orfalea at 12:49 AM

Feb 12 2010

Bad Service Creates Opportunity

One might think that widespread, credible, instantaneous communication puts a lot of power into consumer's hands, and it does, but one would also have to wonder why bad customer service is still so prevalent.

4 comments - Posted by Paul Orfalea at 5:53 PM

Feb 6 2010

The Eye of the Master

Clearly, Mama D's is a family restaurant in more ways than one, and there are two points that reveal how the business embeds exceptional customer service in its culture. First of all, the owners recognize that inviting you into their business is the same thing as inviting you into their home, so they take pride in treating you like an honored guest. The reference to a "wonderful and memorable experience" shows that Mama D understands she is not in the food business, but in the hospitality business. People can go many places for a plate of food - Mama D promises much more, and her coworkers know exactly what has been promised. As the menu says, "We are here to please you!"

1 comments - Posted by Paul Orfalea at 5:09 PM

Feb 6