Welcome to Amazing Service Really
The premise of this website is simple. People love to talk about customer service, the rare instances when they find it amazing and, sadly more often, when it’s lacking or an epic failure.
The focus here will be service not product.We all know the popular websites that provide a forum for consumers to publish their reviews and opinions of local businesses. It’s hard to argue against the democratizing spirit of the internet. Yet, often what’s missing from the glowing accolades or brutal tirades on those sites is an editorial point of view. My goal is to build a trellis of reason to hang our opinions on instead of leaving them to flap in a tempest of emotion.
I’ve provided service most of my life in the world of fine dining where expectations are high, and as varied and particular as individual personalities. As I scrambled to exceed all that anticipation, I dodged a lot of bullets, caught a few, and had a lot of time to think about the process from every angle. I believe my observations apply in every realm of customer service. By joining the conversation with your stories and feedback, together we can try to illuminate the perennial question, “What ever happened to customer service?” Our topics will range from basic human principles to specific examples of failed or successful service in restaurants, hotels, by contractors, in retail or any other provider we can think of. It seems there aren’t many endeavors in life that don’t involve service one way or another.
As an example, I might explore hotel service that suffers due to over-emphasizing a silly policy like fawning name recognition of guests by all employees. I’ve seen how the prioritizing of such mandates can happen at the expense of employees being furnished with the necessary tools for delivering basic services. After reading the post, you might be inspired to comment back with your memory of glacially slow room service at (you’ll insert the name of the hotel) even though half a dozen staff members greeted you by name with a big fake smile every time you crossed the lobby. With more information, opinions (good or bad) will carry more weight with other readers as well as with the businesses being evaluated.
I’m not selling books, pamphlets, courses or anything else in order for anyone to increase their business, maximize profits, motivate their employees or elevate your commercial reputation. From what I’ve seen on customer service, standards, secrets, tips and training that puts me in a relatively small niche. What I will do is share my years of experience focused on customer tailored service, hundreds of hours of service industry training (I’ve mostly learned why it usually fails) and solicit stories from your world that confirm or conflict with my views.
So, I’ll talk about service, why it works, why it doesn’t, and write reviews that reflect my knowledge and experience. Hopefully, you’ll submit reviews for publication here as well, of specific businesses, local or far-flung. Really! if they’re amazing, and Really? if your amazed they tried to get away with it. That’s about the size of it.