Guest Astonishment versus Customer Satisfaction

Shakespeare said; “A rose by any other name is still a rose and smells as sweetly.” So what’s the difference between Customer Satisfaction and Guest Astonishment. A customer is someone who runs in to a Convenience Store to buy a gallon of milk, or pay for their gas, or buy a local newspaper. A Guest is invited and therefore we treat them differently.Every business has two sets of Guests, Internal Guests or Team Members and External Guests, the Clients or buyers of their product or service. Walt Disney said; “Our Cast Members (Internal Guests) will only treat the Guest as well as they are treated and never any better.” You can take that to the bank. If you demoralize your Team Members, they will not treat the...

Who Killed Sears?

So many people are saying so much about the announcement that Sears has filed Chapter 11 bankruptcy. Many are saying that Amazon killed them, yet other Department Stores continue to do well. Some say that the purchase by Kmart is responsible for their demise while others say that Walmart took Sears business.Following are some facts to consider. Sears Roebuck and Company began in 1892 as a mail order catalog company. They started opening retail stores in 1925 and in 2005 they were purchased by Kmart. For the past several years they have been closing both Sears and Kmart stores. Walmart began in 1962 and Amazon started as an online bookstore in 1994.I used to be a Sears customer and have bought Craftsman tools, tires, car batteries and app...

What Makes The Difference?

On the way to watch the soccer team, that my son coaches, play in a tournament, my best option for a healthy lunch was Chick-fil-A. No one was outside the building smoking, the building was nicely landscaped on the outside and clean and neat inside. A very friendly young lady greeted me, took my order efficiently and when I thanked her, she replied; “My pleasure.” I asked for a black coffee and the Team Member said that it would take about 4 minutes to brew fresh coffee. Since time was tight, I declined and she immediately offered to fix a water to go, what a nice gesture. The entire atmosphere was pleasant, professional and friendly. Everyone was neatly attired in clean uniforms and there was a genuine can do attitude throughout the building. The entire transaction took about 6 minutes. My order was delivered accurately, with the two different sauces that I had requested and I left with a smile feeling really good about the entire experience.

About Dave Gorden

Dave has always been in the people business. At home, he has been a foster parent to 57 different children. He is also one of the authors of "The Joy of Adoption" a Chicken Soup Book.

Within the professional speaking community, Dave has earned the designation of Certified Speaking Professional (CSP) from the National Speakers Association. CSP is the highest earned designation and it recognizes a commitment to ongoing education, proven speaking experience, and ethical behavior. In addition, he has been honored with the CPAE Speaker Hall of Fame Award. CPAE stands for "Council Of Peers Award Of Excellence" and is considered the Academy Award of the Speaking Profession. Dave is a past president of the National Speakers Association in 1999 an...