Dead and Buried? Or Waiting?

Had some drama on the homestead this week. A neighbor put up a new fence, and he had to cut back several trees and bushes that hovered around the property lines in the backyard. During the clean up, he found a tombstone! After doing some verbal digging with the neighbors, we learned from a 90…

Service Excellence Is No Fluke

Last month, I wrote about my experience at the Edward Hospital Emergency Room in Naperville, Il. I shared that I had a fantastic experience with everyone I met there, from the orderlies to the doctor. Unfortunately, that was not to be my last visit. I have had 3 more opportunities to experience the hospitality of…

Easy Button? Or Empty Promises?

A month ago, I purchased a home phone set-up for myself and an identical one for my parents. My parents had been complaining about their home phone, so I figured the only way I could help them figure out how to use the new set-up would be if I inflicted a new phone upon myself…

Leaving You Is Easy…

In the Chicago area, Jewel (aka, Jewel-Osco) is a very prominent grocery store chain. I am finding a new favorite place for my routine trips to the grocery store. And I’ll tell you why: piss-poor practices, processes, and service. So what now? I live within walking distance of this rotten Jewel store. Growing up in…

Jewel Is No Gem (Service)

  In the Chicago area, Jewel (aka, Jewel-Osco) is a very prominent grocery store chain. I am finding a new favorite place for my routine trips to the grocery store. And I’ll tell you why: piss-poor practices, processes, and service. Let me tell you the straw that broke the camel’s back: Chad. Chad works a…

Jewel Is No Gem (Processes)

In the Chicago area, Jewel (aka, Jewel-Osco) is a very prominent grocery store chain. I am finding a new favorite place for my routine trips to the grocery store. And I’ll tell you why: Jewel has piss-poor practices, processes, and service. As a general rule, I’m not a fan of processes that are a disservice…

Jewel Is No Gem (Practices)

In the Chicago area, Jewel (aka, Jewel-Osco) is a very prominent grocery store chain. Founded in 1899 as a coffee home-delivery service, the company grew throughout the Depression to become a supermarket giant. Today, the company is owned by SuperValu and employs 45,000 associates. In any given month, 4 out of 5 households in the…

It Takes So Little…

My kids and I went to Chipotle last night for dinner. What I experienced was unusual in fast food; sadly, it’s unusual for most places that provide service. I received personable, knowledgeable, and quick service. In concept, great service isn’t hard. Be personable. I’m not a number, and I’m not an inconvenience. While I might…

A Place to Die For

Yesterday I spent  six hours in the Emergency Room at Edward Hospital in Naperville, Illinois. No one goes to the ER to hang out or have fun. I went there because I was experiencing enormous pain. I had narrowed down the cause. I was either going into labor or having a kidney stone attack. It…

Are Some of your Employees Ruining your Brand?

I’ve been considering purchasing a franchise, and one I’ve been researching is Jimmy Johns. Jimmy Johns has a great story, and I’ve loved their sandwiches since my first visit. When I worked in Chicago, I would get a #16 wrap four days out of five from the shop in the AON building. The service was…

Where’s Your Donut Hole?

Donuts are good.  But I like donut holes better. Donut holes are a great concept: take something considered waste, and turn it into something unique yet familiar. Get creative in finding the positive. Terry managed a team of customer service reps for an upscale hotel chain. They were all good performers until the nature of…