Highfill Performance Group

  The following story is taken from the book The Starbucks Experience – 5 Principles for Turning Ordinary into Extraordinary by Joseph Michelli. For some reason everyone realizes how important their name is to them, but companies fail to realize how important names are to their customers.  _________________________________________________________ Welcoming people by name and remembering them from [...]

My hometown McDonalds has more business than it knows what to do with – especially at breakfast. And I know why. You want the secret to how this McDonalds is making money while everyone else is struggling? Here it is .  . . A-N-N. No, that’s not an acronym and it’s not a special code. [...]

The following story was taken from “Hug Your Customers” by Jack Mitchell of Mitchell Clothing, published in 2003. If you’re looking for a book filled with great, down-to-earth examples of exceptional service, this is the one. Following is a story that supports Jack’s thesis that every customer should be treated like family. This particular example [...]

The following story is taken from a book on client experience that I have read, highlighted, earmarked, and read again. It’s called What Customers Really Want by Scott McKain, and the stories he shares support the fact that too many company executives think that customer experience and superior service must involve big dollars and nice trinkets. [...]