Anticipation and Attention

Anticipation and Attention, Hellos and Goodbyes, Seminars - 1 Comment

What level of service do you provide? Show them from “Hello.”

One of the first things you let customers know with your greeting is the level of service they can expect from your establishment. Are they going to get non-compliant service, compliant (reactive) service, or true anticipatory service?

The lowest level of service, non-compliant service –

“May I get some water from you, please?’’

‘”Uh, I think there’s a vending machine at the end of the block.”

will of course push away customers every time. They asked for a glass of water and received nothing—except a grudging set of directions. Continue…

Department of First and Last Impressions - 0 Comments

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Hi--I'm Micah Solomon: an entrepreneur, business leader, and author. I built my company, Oasis Disc Manufacturing, from a one-room basement bootstrap operation into a leader in the entertainment and technology industries.

You may have seen my techniques, achievements, and business escapades featured in "Success" magazine, in Seth Godin’s bestseller "Purple Cow," and in other case studies and profiles in the business press.

I'm the co-author of the upcoming book "Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization," to be published by AMACOM (The American Management Association) in April 2010, with international distribution by McGraw-Hill.

I'm a business advisor and speaker on entrepreneurial, customer service/customer experience, company-culture and other business-related topics. If you have any queries, email me here for an immediate response.

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Anticipation and Attention