Service Stories

Newton Wellesley Hospital: Respecting Patients’ Humanity

Author comments:  Consumers feel extremely vulnerable in so many healthcare experiences. It actually doesn’t take that much to reassure us and make us feel human, and Newton Wellesley gets way over this bar. Name of organization: Newton Wellesley Hospital Industry: …

‘Absolutely Delighted’ by Progressive

Progressive is a fantastic example of a company that’s figured out how to deliver dramatically better service without asking its target customers to pay a dime more. The writer captures the consumer experience here.

Giving Customers their Space at Terminix

The agent brought a lot of humanity to a sensitive service interaction: looking for critters while a young family ate breakfast, still in their pajamas. The trick is to figure out what went right here and replicate it beyond a…

Tweeting (and Drinking) at the Woodshed

Author comments:  An otherwise fantastic experience ended on a note of disappointment when a customer was ignored on Twitter. When it comes to social media, our advice is to hang back until you’re ready to really be active with it. …

A Great Server at Passion for Wow

Author comments:  This was a case of episodic excellence:  one good server in a string of not-so-good ones, which is bad news for the business.  It suggests the overall model’s broken. A great employee is also unlikely to stick around …

Attention to Detail at Mizu

Author comments:  There’s no universal definition of excellence, in any service business, and the “perfect haircut” is a great example of this.  Customers will judge you according to their own standards, and your job is to uncover those standards quickly …