Posts Tagged ‘employee training’

celebrate friends and fans – 2011

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Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and tell Stance about your experience with their company, product or service.

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34 Degrees – What Does It Mean? Thirty-four degrees is the latitude of Sydney, Australia, where company founder Craig Lieberman discovered his passion for food and wine. It’s also where he got his first taste of Australian crispbread, the inspiration for their thin and crispy crackers. In 2003, Craig launched 34 Degrees and began importing specialty foods from Australia. Eventually Craig’s desire to bring his business and his love of food closer to home illuminated the need to take the company in a new direction. In 2008, he discontinued his importing venture to become a manufacturer focused exclusively on making 34° Crispbread in Colorado.
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Mission – Simply to make the very best crackers that are as good on their own as they are with a little something extra — especially when that something extra is cheese. Taking pride and pleasure in what they do today, knowing that their creativity and commitment to innovation will elevate their customers’ enjoyment of 34° Crispbread tomorrow. Using a handful of natural ingredients, they carefully bake wafer-thin crackers until they are subtly toasty and overtly tasty. 34° Crispbread offers six varaties: Natural, Sesame, Cracked Pepper, Rosemary, Lemon Zest and Whole Grain. 

.What makes them so clever?
: The
perfect companion to cheese.
: Simply made, simply delicious.
: Effortless entertaining.
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Clean and crisp.
: They’re good for you. 
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Look for 34° Crispbread products in specialty stores and restaurants, or contact them to find out how you can order them direct.
3507 Ringsby Ct, Ste 106
Denver, CO 80216
tel: 303.861.4818
fax: 303.484.4664
sales@34-degrees.com 

34° Crispbread on facebook.

34° Crispbread website.

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If you have done business with or enjoyed 34° Crispbread, please share it here. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

celebrate friends and fans – 2011

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Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and tell Stance about your experience with their company, product or service.

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Denver is made up of neighborhoods and architecture that are as diverse and unique as the people who live here. Say hello to Diana and Michael Kearns, The Kearns Team, who take pride in their knowledge of Denver Real Estate, especially in Stapleton, Park Hill, Wash Park, Highlands, Whittier, Lowry and Lower Downtown.
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Whether you are relocating to the Denver Metro area from another city or simply moving across town, they can provide the information you need. Relocation buyers have special needs, and they know corporate relocation processes. The Kearns Team will help you understand local practices in home buying or selling.
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For every transaction, either Diana or Michael will be your primary contact, and the other will provide additional support. This allows them to continue to provide personalized service while also being more flexible to meet your needs. When you are ready to buy or sell, visit their facebook page and contact them.

The Kearns Team on Facebook.

The Kearns Team website.

Call The Kearns Team at 800-841-8220.
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If you have done business with The Kearns Team, please share it here. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

celebrate friends and fans – 2011

Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and tell Stance about your experience with their company, product or service.

 

There is a great word that originated in Louisiana called: lagniappe (pronounced lan-yap). The Creole word literally translated means “the gift.” It refers to a small, unexpected extra gift or benefit presented by a store owner to a customer at the time of purchase. The people of Louisiana have embraced the term and broadened the definition to include any time a little something extra is given.

When applied to marketing, it equals a marketing lagniappe: any time a business goes above and beyond to provide a little something extra.
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Stan Phelps, Chief Solutions Officer for Synergy Events, is searching for 1,001 examples of marketing lagniappe for his book: What’s Your Purple Goldfish?
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The basic ingredients or R.U.L.E.S of Purple Goldfish: Relevant-Unexpected-Limited-Expression-Sticky.
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REWARD: For each of the first 1,001 examples of lagniappe Phelps will donate a non-perishable food item to the Thomas Merton Center, a soup kitchen in Bridgeport, CT that provides food and other programs that help people move out of poverty to become self sufficient.
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In addition, each Purple Goldfish example will be featured on the website and the best examples will be featured in his upcoming book.
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How to contribute:

:  e-mail your Purple Goldfish to sphelps@synergyevents.com.  
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BONUS:
If your Purple Goldfish gets in to the book, you receive a complimentary signed copy.

Examples of worthy marketing lagniappe or Purple Goldfish:

Southwest Airlines – Grab you bag . . . it’s on. Southwest doesn’t charge for bags.

TD Bank – TD Bank’s penny arcade in their lobby, a free service to exchange coins.

Five Guys Burgers and Fries – Free peanuts while you wait and extra fries with your order.

Doubletree Hotels - Complimentary warm chocolate chip cookie when you check-in.

Zappos - Free upgrade of your shipping to next day.

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What is your recent Purple Goldfish? Tell Stan Phelps and share with Stance.

Want to learn more? Watch this YouTube video: Marketing Lagniappe – In Search of Your Purple Goldfish.

Visit marketing lagniappe for more great examples of a Purple Goldfish.

Follow Stan on Twitter.

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If you have submitted a Purple Goldfish, please share it here. If not, visit them today and submit a new one for the book. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans. 

celebrate stance friends and fans

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Happy New Year. Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and tell Stance about your experience with their product or service. If you have already interacted with the featured Friday Stance Friend or Fan and have a story to share, please do.

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Today we take a look back at the Stance Friends and Fans featured in 2010.
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It started in October with Newberry Brothers Greenhouse and Florists, a family owned and operated Colorado company started over 60 years ago that specializes in custom floral design, greenhouse plants and gourmet Colorado-Proud gift baskets.
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Also in October we featured kuulture, a family owned frozen yogurt store in lower downtown Denver.

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A newbie to facebook and twitter but not to the mortgage industry, G&S Mortgage, a Denver-based mortgage company owned by George Gore III, my brother.
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In November we welcomed SooperTramp, Trendy Dog Collars and Leashes for your Canine Sooperstar started in 2009 by Suzie Brown.

Our first featured sports team was The Denver Browns, an organization founded in 2006 by Gino Grasso and managed by Matthew Repplinger with the goal of developing amateur baseball players starting with Little Leaguers to Big Leaguers.

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And last, but certainly not least, Stance featured Eric Elkins, author, business owner, dad, single man about town and lover of food and drink.
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Stance
supports locally owned small businesses that provide the optimal customer experience to each of their customers. They are all unique in their offerings, and I hope you support them as well. Cheers to all and I look forward to sharing in 2011.

If you have done business with any of the Stance Friends and Fans, please share your experience. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

celebrate stance friends and fans

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Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and tell Stance about your experience with their product or service. If you have already done business with the featured Friday Stance Friend or Fan and have a story to share, please do.

 

Today we celebrate SooperTramp, Trendy Dog Collars and Leashes for your Canine Sooperstar, started in 2009 by Suzie Brown.
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SooperTramp was inspired by SooperCooper, Suzie’s 1.5 year old Golden Retriever and best pal ever. While searching for a collar and leash set that fit Cooper’s silly personality, Suzie learned quite a bit about construction of collars and leashes and the importance of using quality materials. Unfortunately there was nothing out there that had any personality. Of course quality was a must but Suzie wanted cute and sassy too. So, she took matters into her own hands.
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After months of research, practice, testing (SooperCooper’s job) and fabric shopping, SooperTramp was born. SooperTramp products are made from high quality, washable designer fabrics and are backed with the strongest nylon webbing on the market.
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Comfort and durability make the top of the “must have” list: collars are constructed using contoured Nexus buckles that fit the curves of your dog’s neck, welded, large-gauge D-rings and the strongest thread available. Solid, reinforced stitching is used to keep the hardware in place. SooperTramp accessories will hold up during every adventure and your pooch will be lookin’ good.

If you have been purchased a leash or collar from SooperTramp, please share your experience. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

Shop SooperTramp.

Vist SooperTramp on Facebook.

third party doldrums

I spend a lot of time building relationships on the great internet via social media. I talk regularly with people I have never had the pleasure of meeting and have made some real friends along the way.

I also have regular cyber conversations with restaurants, hotels, out of state services and local business owners. Each group has created an identity for themselves or the establishment they represent. As a consumer and believer in the almighty word of mouth marketing (WOMM), it excites me to watch the relationships grow before my eyes.

Which is why, on a recent visit to a local restaurant and bar, I was saddened by the treatment (or non-treatment) from the staff. Now don’t get me wrong, I am NOT looking for handouts or freebies, just the continued sharing and conversation that is done online.
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Before heading to happy hour with four other ladies, we all did our fair share of tweeting and facebooking about where we were going and at what time. We included the twitter handle of the establishment and even received a tweet back from them. They were happy we were coming in and excited to serve us (I bet they were also happy for the free WOMM). Also, I should mention, this was not my first time “chatting” with this business. I have been a supporter and so have the other ladies who include foodies, business owners and mega social media users.

The staff had no idea who we were. I do not expect the average restaurant to know who I am as I am not famous, but when five ladies have tweeted, facebooked and checked in on foursquare, it is assumed that an owner, manager, bartender, host or bartender will have some clue. Nothing. Enter the third party doldrums.

This particular establishment hires an agency to manage their social media which is NOT a problem at all for me. The problem is they do not have a system in place to inform the on-site staff of what to expect at any given time.

One large benefit of social media is building relationships with potential and current customers. People do business with people they like and spend money in places that make them feel good.

At this point the relationship has been broken and the experience was a let down. Even more alarming is that the employee, customer and company are not aligned so there is no way to provide the optimal customer experience.

Have you had the third party doldrums? If you are an establishment who hires out of house social media management, what systems do you have in place to avoid third party doldrums?

celebrate stance friends and fans

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Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and let Stance know about your experience with their product or service. If you have already done business with the featured Friday Stance Friend or Fan and have a story to share, please do.

Today we celebrate G&S Mortgage, a Denver-based mortgage company owned by George Gore III, my brother. George has been exceeding expectations and mastering mortgages for over 15 years in Colorado communities.
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His mission at G&S Mortgage is to set a high standard in the mortgage industry. George is committed to quality customer service – putting the people first – while adhering to the highest degree of integrity in business.
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George is happy to work with both brokers and buyers direct. His reputation for “getting it done” follows him everywhere.
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Services offered by George at G&S Mortgage:
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:    CONVENTIONAL
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:    GOVERNMENT PROGRAMS (FHA/VA)
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:    DOWN PAYMENT ASSISTANCE

:    90% RATE OR TERM RE-FINANCING & PURCHASES UP TO $1,200,000

:    SECOND HOME

:    INVESTOR/RENTAL PROPERTY

:    NO INCOME VERIFICATION

:    BALLOON/ARM

:    NON-CONFORMING

Learn more today, because as you know, it is a great time to buy a home.

If you have done business with G&S Mortgage, please share your experience. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

G&S Mortgage Corp.
Denver, Colorado
303.759.0508

G&S on Facebook

G&S on Twitter

www.gsmortgagecorp.com

 

celebrate stance friends and fans

Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and get back to Stance about your experience with their product or service. If you have already done business with the featured Friday Stance Friend or Fan and have a story to share, please do.
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Today we celebrate kuulture, a family owned frozen yogurt store in lower downtown Denver. Luscious, creamy and satisfying is one way to describe kuulture frozen yogurt, but is also fat free, low in calories (about 25 calories per ounce) and contains no added sugar. It’s packed with calcium, protein and vitamins, yet its gluten free and Kosher.

Besides the exceptional taste, kuulture frozen yogurt is incredibly healthful and nutritious and contains live and active cultures for good health. Studies suggest that the live and active cultures in yogurt aid in digestion and strengthen the immune system. Based on studies in countries where yogurt consumption is high, researchers have found that yogurt may even help to lower cholesterol and the risk of certain types of cancer. Even individuals who are lactose intolerant typically can digest frozen yogurt without any of the side effects common among other milk products.
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Kuulture embraces the local art community and encourages artist to submit art for their monthly gallery. They know what it takes to not only open a business, but also focus on the work that goes behind the scenes to continue to succeed and grow. Their philosophy is that they grow if communities thrive, and they believe in honoring this special relationship by giving back. Kuulture also sponsors children’s programs that cultivate the community. 

With every city and each expansion, kuulture will connect and continue to work closely and be involved with each community. Help kuulture make a difference in the community by collaborating with them on our blog.

If you have been to kuulture, please share your experience. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

Located in LODO on the corner of Larimer and 15th St
1512 Larimer Street Denver, CO 80202
303-573-7200

Winter Hours: November thru March
Every day: 12 pm – 10 pm 

kuulture on facebook

www.kuulture.com

the new #7

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A friend texted me an interesting question last night as she was eating in a local restaurant.

What do I do when the service is good but the food is not?
Do I tell them?

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A valid question and a reminder that not all the focus can be on the customer experience because the product is just as important.

A great customer experience supports a well planned product, whether it is the perfectly executed nine course tasting menu at The French Laundry, the best shoes at a great price from Zappos or a superb night’s stay at Ritz Carlton.
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Imagine that during your visit to The French Laundry you are treated as royalty, but instead of being served a divine dish fresh from The French Laundry farms, you are served beanies and weenies. No amount of planned, repeatable customer experience will make that acceptable for the price of the product, right?
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So I propose an addition to the Six Laws of Customer Experience by Bruce Temkin, customer experience transformist and Managing Partner of the Temkin Group.
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1.  Every interaction creates a personal reaction.
2.  People are instinctively self-centered.
3.  Customer familiarity breeds alignment.
4.  Unengaged employees don’t create engaged customers.
5.  Employees do what is measured, incented and celebrated.
6.  You can’t fake it.

And the New #7: A well planned product or service that is aligned with the experience.

So what did I tell my friend? A bad product is a bad product. Fortunately there is always room for improvement…but not if they don’t know.

Although her opinion is just one of many, if the restaurant integrates customer feedback and insight throughout the organization (one of four core customer experience competencies by Temkin), then they already know and (hopefully) are making changes to the product so it meets the customer experience they provide.

And then, once again, the employee, customer, organization AND product/service are aligned.

don’t allow indifference

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I run in to this a lot:

I go to an establishment with certain expectations which are not met. I look around and note that everyone else seems to be happy with their experience, in fact, the place is packed. Are they receiving OR perceiving a different service or experience than I am, or are they just indifferent?

Last Sunday I went out to eat brunch and watch the Bronco game with a group of friends and it was not a good experience. The server was friendly but not attentive or helpful, they were out of two beers on the menu, they no longer served the “giant cinnamon roll” highlighted as a specialty, the hollandaise sauce was “refrigerator” cold, the eggs were runny and the breakfast burrito did not have any eggs in it. We were generally bummed, but it appeared that everyone around us was generally happy. Could it be that the overarching expectation of most customers was just to be fed, watered and provided a certain level of entertainment? Were their expectations just low enough to make mistakes acceptable?

If that is the case, then what is the motivation for the company owner to improve upon their systems and offer a solid experience? How about this:

Doing good business and making good money means there is an opportunity to do GREAT business and make MORE money.

 

I do not believe the company, employee and customer were aligned. Instead, everyone was operating independently of one another and without similar goals.

How do you approach companies who are doing well despite providing a mediocre customer experience? Are you indifferent?