tag:blogger.com,1999:blog-71646363634426322602009-10-13T16:16:30.665-04:00We Create LoyaltyIntegrated Loyalty Systems, Inc.
Jake Poore, President
Ask Jake - Jake's BlogJake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.comBlogger14125WeCreateLoyaltyhttp://feedburner.google.comSubscribe with My Yahoo!Subscribe with NewsGatorSubscribe with My AOLSubscribe with BloglinesSubscribe with NetvibesSubscribe with GoogleSubscribe with Pageflakestag:blogger.com,1999:blog-7164636363442632260.post-35429611049726219132009-09-20T14:34:00.002-04:002009-09-20T14:41:46.518-04:002009-09-20T14:41:46.518-04:00How Can “I’m Sorry” Be Inappropriate? (by Paul Grossman)written by Paul Grossman, Vice President, Integrated Loyalty Systems, Inc. This past weekend my wife and I celebrated our 25th wedding anniversary by taking a cruise for the long weekend. A couple of ports of call, good food and drink, and some quality time together sounded perfect. In an effort to “simplify” things, most cruise lines -- ours included -- have instituted a practice that providesJake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.com0tag:blogger.com,1999:blog-7164636363442632260.post-5144491217877045142009-08-14T11:47:00.010-04:002009-08-14T14:48:54.958-04:002009-08-14T14:48:54.958-04:00The Impact of Poor Communication Can Equal DEATH!“Just call me, Eddie”I need to write about this, because this day still haunts me, years later. And it is amazing the clarity I still have of the entire day, of every word said, and how it made me feel.My dad had a heart attack the same week President Clinton had been scheduled to have his heart surgery, but Clinton had to wait an extra few days until the blood thinner had left his body (Jake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.com2tag:blogger.com,1999:blog-7164636363442632260.post-78290606388560897092009-08-06T11:51:00.004-04:002009-08-06T14:02:12.333-04:002009-08-06T14:02:12.333-04:00Is it possible to orchestrate pride in your organization?In business books today, there are a lot of analogies between “renters versus owners” regarding employee mentality. I instantly think back to my college days when my roommate would always take the opportunity to show me a ‘Dukes of Hazard move’ in our rental car while we were on vacation but would never think of doing the same move in a car that he owned. And of course, all college students know Jake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.com0tag:blogger.com,1999:blog-7164636363442632260.post-41656416839631067422009-04-20T11:25:00.006-04:002009-04-23T13:37:04.347-04:002009-04-23T13:37:04.347-04:00A Tale of Two Coffees...You're on the road, and you don't really have time to stop anywhere. You want a quick, drive-thru coffee. You're coming up to an intersection. On your right, you see a Burger King. On your left, you see a McDonalds... which one do you go to?I went to both yesterday, just to see... I turned into Burger King excited to "have it my way". I pull up to the speaker:"What can I get you?"“Coffee, please.Jake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.com0tag:blogger.com,1999:blog-7164636363442632260.post-87409506445617230222009-04-17T15:32:00.001-04:002009-04-17T15:34:36.391-04:002009-04-17T15:34:36.391-04:00Who Really Owns the Patient Experience in Your Hospital?The challenge in most organizations is that each one of the executive leaders has a bias towards the department they represent. The CNO is responsible for the nursing staff, the COO is responsible for operations, the CMO is responsible for physicians, the CFO is responsible for the bottom line, and the CEO has so many responsibilities Jake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.com0tag:blogger.com,1999:blog-7164636363442632260.post-83683991707355473122008-10-06T15:19:00.001-04:002008-10-06T15:55:13.820-04:002008-10-06T15:55:13.820-04:00Knowing Your CustomerThere’s a hotel chain in California that takes the time to understand their customers preferences and tastes, matches paintings displayed and music played to fit that customer. Spas do that. What can you do to customize your product or service to your customer?Let me give you some examples:Example #1: When I stay at a Ritz-Carlton for a business conference, and set the alarm clock to wake up to menoreply@blogger.com0tag:blogger.com,1999:blog-7164636363442632260.post-23740857931823950292008-08-08T11:43:00.003-04:002008-08-09T09:10:02.631-04:002008-08-09T09:10:02.631-04:00Slang: To Use It or Not to Use It? That is the Question.Getting your staff to say I'm sorry is key when they make a mistake. Baby boomers make up the majority of the customers in the US today. They don't know or appreciate the current slang, jive or acronyms. Today's workforce, however, is made up of a lot of young people who have not been explicitly told how to say good morning, you're welcome, or how to apologize... It's not "Wassup?"; it's "Good menoreply@blogger.com0tag:blogger.com,1999:blog-7164636363442632260.post-90682614402737119362008-05-09T17:07:00.000-04:002008-05-14T17:25:10.409-04:002008-05-14T17:25:10.409-04:00How do You Train People to be Sincere and Caring?Hello!Wonderful idea you are exploring (in your previous blog, “Job Tasks vs. their Role in Customer Experience”). I find the most genuine sentiments come from staff from which this is least expected. They see the big picture because they are not overwhelmed by the details. The idea that you can train them to act positively is just great. And what a concept... including them on the team and Jake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.com0tag:blogger.com,1999:blog-7164636363442632260.post-73894192138639050052008-04-18T15:22:00.000-04:002008-05-14T17:17:13.017-04:002008-05-14T17:17:13.017-04:00Elevating Job Tasks to Include Job Roles:"We Provide Food That Heals"Recently I trained the Food and Nutrition team at a hospital in New York State. As we mapped out each staff interaction with the average inpatient, it was amazing to see how many times they had an opportunity to impact the patient experience. Looking at the touchpoint map, a huge epiphany arose - This Food and Nutrition team actually interacts more consistentlywith the average patient than any Jake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.com14tag:blogger.com,1999:blog-7164636363442632260.post-67817094715173157522008-04-09T13:39:00.000-04:002008-05-14T16:06:49.074-04:002008-05-14T16:06:49.074-04:00The Importance of Service RecoveryWhether you’re a sales person following up on a catered event, a waiter following up on a meal, or a nurse following up on a patient – be careful what you ask for! Many organizations have scripted “standard operating procedure” responses for employees following up services such as “How was your meal?” or “How was the event?” The problem is, you’re not prepared for any response except, “Great!”*Jake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.com0tag:blogger.com,1999:blog-7164636363442632260.post-51804989053773923212008-03-28T13:18:00.011-04:002008-05-20T13:09:33.777-04:002008-05-20T13:09:33.777-04:00HCAHPSThis week I have received numerous phone calls from healthcare administrators and board members, all with the same topic in mind: HCAHPS.Survey results from the Hospital Consumer Assessment of Healthcare Providers & Systems, or HCAHPS, are going public starting April 1st. What this means for our healthcare clients is potential patients and staff may look at their hospital HCAHPS scores online to Jake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.com0tag:blogger.com,1999:blog-7164636363442632260.post-10967515647925735422008-01-10T18:05:00.000-05:002008-05-14T15:54:20.606-04:002008-05-14T15:54:20.606-04:00First Day of Work... Nightmare or Success?Has this ever happened to you? You’re excited about your new job, and you show up on your first day of work only to be greeted with, “Who are you?” or maybe “Here, throw on this uniform and get working!”This “welcome” of new employees speaks volumes about your organization and how it treats its customers. How you treat your employees is how they will treat your customers. Therefore, it is vital Jake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.com0tag:blogger.com,1999:blog-7164636363442632260.post-47942722940127865902008-01-09T15:28:00.014-05:002008-05-20T13:00:41.070-04:002008-05-20T13:00:41.070-04:00Service RecoveryAfter nearly 20 years with the Walt Disney Company in Orlando and in Paris, France, Service Recovery has become second nature to me, and I am never surprised anymore. Boy, I could tell you stories!Over those years of helping to entertain 25-35 million people a year, what I learned most from the Mouse was this: at the end of the day, what story did that guest end up telling when they got home? Jake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.com0tag:blogger.com,1999:blog-7164636363442632260.post-52341611284700349482007-12-13T12:45:00.006-05:002008-05-20T12:04:17.472-04:002008-05-20T12:04:17.472-04:00Why “Satisfied” Isn’t EnoughThere are numerous reports on companies’ customer satisfaction ratings and their percentage of “satisfied” customers. The problem with satisfaction ratings is that “satisfied” is not a great indicator of customer intentions. You may be “satisfied” with chocolate ice cream, but does that mean you won’t ever try strawberry ice cream? No.Wouldn’t you rather your customers be “highly satisfied” at Jake Poore, Presidenthttp://www.blogger.com/profile/17327636326052435819noreply@blogger.com0