This is service? You've got to be kidding me!
My wife and I received this card in the mail at the beginning of 2024. On the surface, this is a nice gesture from this individual and...
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bobpacanovsky
Oct 27, 20233 min
The Power of a First and Lasting (Hospitality) Connection
I don’t take great selfies. I don’t know why, but I’m usually never happy with them. But for this one below, it didn’t matter because...
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bobpacanovsky
Jan 23, 20233 min
Hospitality…delivered on a bus
I talk all the time in my seminars about the power of stories, especially those that come from our customers. While I know we sell the...
21 views0 comments
bobpacanovsky
Aug 23, 20223 min
What does a Seinfeld episode have to do with customer service?
7 Secrets to creating "just customers" (and doing more work) If you’re a Seinfeld fan (like I am), you probably remember the episode at...
141 views0 comments
bobpacanovsky
Jul 5, 20223 min
Would YOU do business with YOU?
When was the last time you were a customer in your business? When was the last time you called your organization? Or the last time you...
14 views0 comments
bobpacanovsky
Jun 29, 20223 min
Customer Service 101…is not always 101 today!
Coming out of the pandemic I had more than one colleague tell me, “Bob, it seems like people have forgotten the basics of Customer...
65 views0 comments
bobpacanovsky
May 27, 20223 min
Do you have a WOW Budget?
Setting aside a portion of your budget to go above and beyond for customers can really have them saying "WOW!" It can also go a long way...
37 views0 comments
bobpacanovsky
May 3, 20222 min
Do you follow DNDC when it comes to hiring?
Any idea of what those four letters stand for? It's not an HR acronym, nor a business acronym. It is one from the world of sports, and...
12 views0 comments
bobpacanovsky
Apr 22, 20212 min
Combining Hi-Tech with Hi-Touch to create a Rememorable Experience
I witnessed this experience about two years, and since we are starting to come out of the Pandemic, I thought this would be a good time...
17 views0 comments
bobpacanovsky
Feb 8, 20212 min
How many times do I have to answer that?
How long would it take you to become frustrated answering the same questions from different people in the same organization that you are...
16 views0 comments
bobpacanovsky
Dec 17, 20202 min
Perception is 9/10ths of the law (and how to make it work in your organization)
I believe my saying still holds today- “Perception is 9/10ths of the law. How people perceive us could become their truth." This means...
39 views0 comments
bobpacanovsky
Nov 11, 20202 min
For your customers- are you the “only game in town”?
What would your business look like from a revenue, productivity, and retention standpoint if you developed long-standing relationships...
14 views0 comments
bobpacanovsky
Oct 28, 20202 min
Three words that make a BIG Impact for the Customer Experience
At my training last week we did an exercise on IMPACT Points with the entire team, and it was an impactful exercise for them. I had them...
20 views0 comments
bobpacanovsky
Oct 14, 20204 min
From Blah to Black Tie- all in the same day!
Do your customers and prospects think your customer service is blah or Black Tie? Let me explain these two notions with two real-life...
16 views0 comments
bobpacanovsky
Oct 7, 20203 min
Would you send your customer to a competitor in order to make them happy?
In describing the Black Tie Customer Experience in my seminars, I tell people it is changing your mindset to focus on the power of...
36 views0 comments
bobpacanovsky
Oct 5, 20203 min
A “Wow” Experience... in a Quick Service Restaurant?
I had an unbelievable customer experience at a quick service restaurant. I know you may be surprised, but I think it happens more than...
41 views0 comments
bobpacanovsky
Sep 2, 20202 min
5 ways to shake off the rust when it comes to your customer service
How well does your team create an impression that LASTS with everyone they come into contact with? During these last few months have they...
28 views0 comments
bobpacanovsky
Aug 31, 20201 min
Are you getting "your Hospitality right?"
I ran across this quote from a restauranteur and it’s so true- “If you get the hospitality right, the food tastes better.” Think about...
15 views0 comments
bobpacanovsky
Aug 10, 20202 min
Paying attention to all the details
Do you see anything unusual about the picture below? It’s a picture of a step, pretty ordinary, right? How about now? Yes, it’s one tiny...
14 views0 comments
bobpacanovsky
Mar 26, 20203 min