October 2010 Blog Posts (5)

Fishing Buddy: Good morning, I NEED a cup of coffee.

When I say “Starbucks,” what one word comes to mind?

Every day millions of people wake up, go through their daily morning routine, and with coffee on their mind, head out to their Starbucks oasis.

Ever go to Starbucks? Sure you have. Some of you hundreds of times. Some of you thousands of times. You have your order in mind before you ever get there. You stand on line, patiently waiting your turn to exchange your money for your reward - your cup of coffee exactly the way you… Continue

Added by ChartHouse Learning on October 25, 2010 at 11:26am — No Comments

Fishing Story: The “Experience” Library

When the Cerritos Library in Cerritos, Calif., opened a spectacular new facility, it wanted to make sure the customer experience stood out as much as the building.

Fascinated by the story of the fishmongers and how their attitude at work translates into a memorable customer experience, the library introduced The FISH! Philosophy to the staff.…

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Added by ChartHouse Learning on October 25, 2010 at 10:30am — No Comments

My Aha! Moment: Fresh FISH! vol.2

One Saturday morning, I was in Seattle. I went down to the hotel front desk and said. “I love to shop. Where do I go to see the sights and sounds of Seattle?” They told me, “You must go down to Pike Place Market; that’s what Seattle is all about.”

The market was amazing. I was experiencing all these sights and sounds, the wonderful smells of nuts being freshly roasted, the artisans with their beautiful tapestries, paintings and clay pots and colorful bouquets of flowers. My senses came… Continue

Added by ChartHouse Learning on October 21, 2010 at 4:19pm — 2 Comments

“Hogging” the fun

For years, Mark Ruffalo, president/general manager of California Harley Davidson/Buell, a motorcycle dealership near Los Angeles, has tried to explain to his employees that nobody needs what they sell.

Motorcycle purchases are a recreational indulgence, he says. What CHDB really sells is fun. Success depends on employees embodying the Harley-Davidson brand by having fun at work and with their customers.

There was a time when CHDB’s staff didn’t work well across departments,… Continue

Added by ChartHouse Learning on October 12, 2010 at 3:47pm — No Comments

A FISH! Tale: Happy Hour

As a volunteer at our local Red Cross blood collection center, I’ve always enjoyed handing out juice and cookies to people after they have donated blood. They appreciate it and it’s a small way to thank them for their donation.

One day I came up with the idea of garnishing the juice cups at the Red Cross with little umbrellas—the kind you get in tropical drinks.

Laughter and jokes about “happy hour” are the usual responses to the umbrellas. The umbrellas also seem to act as an… Continue

Added by ChartHouse Learning on October 12, 2010 at 9:10am — No Comments

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