Company and Personal Philosophy, Customers With Disabilities, Hellos and Goodbyes, Seminars - Written by customation - 0 Comments
Barriers to entry bar more customers than you think.
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A warm welcome, 30th St. Station Philadelphia
When you give a warm welcome (or you don’t) to what you think of as a small, invisible group of customers, the effect goes beyond that immediate constituency.
So, when considering “doing the right thing,” think beyond what you think is the affected group. One case in point: I ride Amtrak all the time, yet I have never seen a uniformed serviceman or woman take Amtrak up on the offer below. Still, the welcoming sign they post in their stations for servicemen and women stays in the back of my mind when I think of Amtrak: I like to think it would be appreciated by my brother-in-law who has seen three tours in Iraq (so far).
Unmaintained disabled access, suburban public library.
Probably the most common place that you have an opportunity to visibly put up or break down entry barriers to a minority group is to people with disabilities. An office building with obstructed ramps or heavy, hard-to-open doors: What does that ‘‘say’’ to a customer who is in a wheel chair or has arthritis? Whatever it says, it says the same to anyone who cares about them — a group that is far larger than you may have ever imagined.
–Micah Solomon
(Jonesing for more on this specific subject? Check out Chapter 11, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization, Leonardo Inghilleri and Micah Solomon, foreword by Horst Schulze, Founding President and COO, The Ritz-Carlton Hotel Company. Publisher AMACOM BOOKS, international distribution by McGraw-Hill, available here.)
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Check out Micah and Leonardo's hot new book: Exceptional Service, Exceptional Profit: The Secrets of Building a Five Star Customer Service Organization.
"This book will allow you to recalibrate your business, on any scale, in a way that keeps your customers coming back for more."—Horst Schulze, Founding President of The Ritz-Carlton
"A must-read for anyone interested in transforming their interactions with clients." Daniel H. Pink, bestselling author of Drive and A Whole New Mind
For more customized help, host one of Micah's sought-after presentations at your organization!
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