Fanatical a/b Customer Service & Customer Experience. SMB owner / franchise developer. I dig dogs and MMA, but not combined. Run the Customers That Stick blog.
This was awesome Howie! I just have one question: who is Gini Dietrich and why are you writing posts about her?
3 weeks, 5 days ago on Follow Monday: Say Happy Birthday to Gini Dietrich!
@rdopping @LauraPetrolino So, I like to show up fashionably late to these parties. Ahem.
Thanks for tagging me Ralph -- I do agree and am a huge Publix fan. One of the things I always look for is context. How is the customer service relative to industry peers? You can't compare a grocery chain to the Ritz Carlton, but that's what is impressive about Publix, its customer service stands out not only amongst direct competitors but against premium plays like Whole Foods and most other non-grocery brick and mortar shops. How? For all of the reasons, Laura mentions.
If I knew the details better, I'd tell the story that happened to one of my employees when Publix messed up her mom's birthday cake and what they did to fix it. Completely above and beyond!
Great post Laura! On the grocery front, we're both very lucky to live in the F-L-A. Not so lucky when it comes to mosquitoes and snakes though.
PS. Ralph, did you know Publix is HQ'd in the back yard of our good buddy @bdorman264
1 month ago on How’s Your Internal Customer Service?
@ginidietrich @Adam | Customer Experience I wouldn't have except for @Howie Goldfarb tagging me!
Who, me, need reminders? Never. :)
1 month, 3 weeks ago on Time Management: A Challenge to Make You More Productive
@Howie Goldfarb @AnneReuss @lauraclick @ginidietrich @adamtoporek Seriously Howie, exactly what else would you be doing besides that? Laura was awesome! Now, I just need to get you on there too. :)
@Randy Milanovic @ginidietrich Hey Randy, that's similar to the David Allen Getting Things Done philosophy. Kudos to you if you've mastered it! I probably hit 70% or so handling only once... maybe.
Don’t sell it short Gini, I think we can get that auction thing to work!
While I never cared for that Times piece, your take on this is an approach that I think brings a lot of value.
I know people who are busy for what seems like busy’s sake; I also know people who are legitimately just busy. Their goals, responsibilities, or both simply exceed the workable hours in a month — no matter how effective and efficient they are.
While a lot of short term busyness has to do with timing, I think in the long term it always comes down to tradeoffs and priorities — less money for more time, less audacious goals for more “balance”. (And I think it’s important in a forum like this to keep in mind that if you have a choice in any of this that you are very fortunate; many people do not.)
The best thing I’ve ever seen on this topic is a NatGeo documentary called Stress: Portrait of a Killer. Pretty sure I saw it on Netflix. Can’t say it’s changed my life much in the short term, but at least I know what the goal should be.
Now, if you can just send me this post once a month for a reminder, I’ll be all set! :)
Ken, it's been interesting to see the different perspectives that have come out in the wake of his passing. You pulled out some great lessons, particularly forgiveness. His ability to move past his past and to focus on a positive future was always one of the qualities that I admired about him.
2 months, 3 weeks ago on Leadership Lessons From Nelson Mandela
Ken, I love the proactive aspect of this interaction. And you're right, in the end, the audience is not just the people who were part of the incident (and might never see the post) but the wider audience of the orchard's Facebook fans.
Excellent customer service story!
4 months, 2 weeks ago on How One Small Business Pre-Empted Negative Feedback
What excellent advice Gini! Agree with everything. I'll add these:
1. Cash, cash, cash. Ok, you said it, but you really can't say it enough.
2. Understand these concepts: risk/reward, barriers to entry, and competitive advantage. View most ideas through these lenses, and it can help filter out really good ideas from ones that just seem good at the time.
3. (And you will never find this in a management book.) If you are in retail or something with heavy supplies or inventory, buy the cheapest pickup truck you can before you open your business. My car has been absolutely trashed from moving boxes, furniture, signage, etc. :)
4 months, 4 weeks ago on Experience: The One Business Regret I Have
Ken, what a great synopsis! The study on trust in advertising is a nice compliment, because it shows one of the key reasons retention is so valuable -- because word of mouth is so valuable.
I liked that you pointed out how "forgiving" people tend to be overall. This is why great service recovery is so essential to retention. The ball will get dropped. If we handle it right, we can make the relationship even stronger.
Thanks for featuring the infographic!
5 months ago on The Secret Sauce Formula for Retaining Customers (Infographic)
Does @ginidietrich realize how big time Soulati Media On The Street is? Hmmn. Good stuff -- and yes, @lauraclick two of my favorite peeps too!
5 months, 3 weeks ago on Soulati Media On The Street With @GiniDietrich
Wow Gini — 7 years! That truly is amazing. But even more amazing is the fact that you’ve created what, IMHO, is the strongest blog community on the Interwebz.
You deserve it all. Kudos!
5 months, 4 weeks ago on Seven Years of Blogging. Happy Birthday, Spin Sucks!
@bdorman264 That's great Bill... now, I have to say something nice.
I think the economy picking up has had an affect also. Fewer people spending as much time focused on online biz models.
5 months, 4 weeks ago on No Comments On The Blog!
Appreciate the inclusion Shonali! An excellent collection of posts.
6 months, 2 weeks ago on Monday Roundup: Seeing is Believing
Jayme = Ninja. Just sayin...
6 months, 4 weeks ago on The Happy Friday Series: Taekwondo Humbled
@Soulati | Hybrid PR Blazing Saddles reference -- and I think we just made Josh's point for him!
7 months ago on What Happens When PR/Marketing Professionals Use ‘Authentic Frontier Gibberish’
Candygram for Mongo. :)
7 months ago on 50 Small Business Blogs To Watch: Infusionsoft Infographic
Josh, you've finally hit the big time. This just goes to show you that if you work long enough and hard enough, you can eventually get @ginidietrich to say something nice about you.
Congrats on the #FF! Well-deserved.
7 months, 1 week ago on #FollowFriday: Josh Wilner