Glacier – Page 68 – Disney Brand Loyalty Keynote Speaker

Service, disney, questions, Glacier, outfitters

Never gets old.

Innovation and risk taking are siblings.

The weather was perfect for a brief 45-minute visit.

In three hours, two small business owners in Glacier National Park are calling me so i can review the Customer Service architecture.

They’ve been so kind and generous with me as i planned the first of five Summer writing retreats to Glacier National Park.

Here’s a copy & paste text message i sent last night….

If u have time before 7am, give a little thought to:

Your definition (the goal) of customer service

Scale 1-10 (10 High) how important is customer satisfaction

What are some positive stereotypes of your industry (outdoor equipment rentals)…what are some negative ones

What are some of the emotions your various customers exhibit in a typical

If an employee needs to make a decision affecting a customer – when they don’t have time to ask your opinion, how do they decide what’s best

Sleep well.

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Leadership and Guestology

Screen shot on iPhone of Glacier National Park webcam photo yesterday. Pictured above is from East Glacier visitor’s center, looking West.

Glacier National Park webcam photo yesterday. Lake McDonald is 10 miles long. Pictured above is the view from Apgar looking Northeast.

Possible bike ride on first 2018 trip to Glacier National Park. Note lower right, Apgar Village Inn is HQ for the first couple days.

Being out in front, questioning, asking, telling, wondering, trying, failing, starting over, relentlessly striving, pushing, pulling, challenging, never satisfied.

These are all attributes of the heretical leader we all need, and hate, most.

Dear Executive, i expect you’ll take the next 10 days to be an investment or an expense. i need a decision by April 30.

Note: Yesterday’s email request for a decision gives us 10 days to finally agree on details and commit or walk away. We’ve been talking about this for nearly a year.

PS. If customer data is called demographics, the other opportunity leaders have is Guestology, which is the study of customer psychographics.

Needs, wants, stereotypes, emotions.

Most businesses only focus on needs.

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Emails out of nowhere generally are spam

Glacier National Park — September 27, 2017…taken from inside rental car. Amazing.

Emails out of nowhere generally are spam.

And then there are ones that bring opportunity.

Like the one yesterday, with the potential for a keynote speech – but it conflicts with one of 2018’s five Glacier writing trips.

By the way, this is the third consecutive Summer i’ve not taken speaking engagements from May 30 – September 30.

And there’s an exception to literally every rule, except death and taxes.

Back to the email, the upside is it’s in the middle of a 10-day trip and a three-day break in the middle is doable.

The client saw me two months ago and liked what he saw.

Now he’s interested in bringing it to his annual global conference in Atlanta.

The call is in 3.5 hours.

Wish me luck.

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This website is about our WORK. To ponder today’s post about our HQ, click here.

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Brand loyalty summarized on a license plate frame

Bottom of license plate holder: Been there. Done that. GOING BACK!

Merry Christmas 2017. Photo: Glacier National Park’s Lake McDonald.

Been there.

Done that.

GOING BACK!

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This website is about our WORK. To ponder today’s post about our HQ, click here.

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Life’s been harder, and better, than i dreamt

Glacier National Park in September — Back from the lunch hike.

Disney Keynote Speakers — So yeah, in this photo, i’m thinking this may be my last view of Logan Pass.

What a marvel the past three days have been.

Three.

Short.

Days.

Wonderful days.

Working days.

Remarkably blessed and fruitful days.

All the hard work that began (even months before i officially incorporated a business), is yielding a steady harvest of positive benefits for clients and owner.

It’s been harder, and better, than i dreamt.

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This website is about our WORK. To ponder today’s post about our HQ, click here.

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