Has customer service just laid down and died? Has it gone the way of Kodak, Polaroid and Twinkies? I catch a glimpse of it now and then, but it seems that more and more the experiences I have out in the world are lacking in customer service. Maybe my standards are a bit high. I was trained by Disney and groomed under their umbrella for 15 years. And this was back when Disney believed in customer service, because recent visits to their parks indicate it may be sliding there as well. I was taught that the customer's experience was paramount. Go above and beyond to satisfy the customer, and they'll come back, and they'll send their friends! When I worked at the Grand Floridian Front Desk, we were told GRAND meant Guest Requests Are Never Denied. Disney taught castmembers to never say "No" or "I don't know". Instead, suggest an alternative or offer to find an answer. And if the guest is unhappy, do everything in your power to 1) Listen so they feel heard 2)Acknowledge if appropriate 3)Find a resolution. Are those concepts so hard to teach that they no longer matter? Are businesses so secure in our spending that they no longer care? Are we so complacent in our acceptance of sub-par service that we just go along with it? Continue reading "Where’s the Beef in Customer Service?"
Today I celebrate my six-year anniversary with My Knight. So I thought I'd let you in on how a knight does a wedding proposal. Well, this knight anyway. There had been a few clues that it was coming. There were references to "when we get married," or "when we get a house" , or "our kids will", or "when we grow old we'll." Continue reading "A Knight’s Wedding Proposal"
I thought some of you were going to lynch me for ending the first part of this story with “To Be Continued”, so here you go—the much anticipated ending. We pick up where we left off with the church lady complaining about
smoking FOOD in the boys’ room, so if you missed it, click here to read part one first!
“Yes, ma’am. I’ll go talk to them right now.” I smiled through gritted teeth.
I called my assistant to update her on the photographer situation and learned that the electrician would not come out on a Saturday. (Wonderful.) However, it was possible that they might be able to use one of the generators to at least get some of the kitchen equipment going. Whew, what a relief! They’ll have food to eat! In the dark. With no air conditioning. And no band. (And for the first time, I was happy that there wouldn’t be pictures.) Continue reading "Being a Wedding Planner is Fun . . .isn’t it? (Haywire Part 2)"
People always say that being a wedding coordinator must be so much fun. And it can be. But it’s a strange position to be in. As the coordinator, I didn’t bake the cake; I didn’t play the music; I didn’t make the bouquets. But if anything went wrong, it was my responsibility. And if it all went right . . . well, sometimes that could work against me too. After all, there is no such thing as the perfect wedding. some brides can be less than charming, I did have weddings with great brides and grooms. Sometimes both families were just really nice people. The budget was ample and easy to work with. The vendors chosen were people who did quality work and were dependable, making my job easier. The couple’s ideas and themes were elegant and pretty. They actually cared if their guests enjoyed the event. And they were polite, respectful and genuinely appreciative of the work everyone was putting forth on their behalf. It would be like having everything you needed for planning the perfect wedding. And it could still all go to hell in a handbasket. Quickly. Continue reading "The Perfect Wedding Gone Haywire"