Archive for the ‘Portland’ Category

A Lesson in Memorable Experiences – courtesy of Metrovino restaurant

May 16, 2011

Want to build customer loyalty? Adding a personal touch will provide your customers with “memorable experiences” and make them feel special.

I had one of my most memorable dining experiences ever last week. Sure, the food was superb and the service was excellent – after all, I live in Portland OR, one of the best foodie cities in the nation! Nope, our experience was memorable because the restaurant made us feel special. (more…)


Invasion of the Plate Snatchers

August 12, 2010

I’m usually not too paranoid, but I must warn unsuspecting diners of a very real danger. Oh yes, be afraid, be very afraid. For THEY are around, lurking just out of sight, ready to pounce without warning. And you may become their next victim. (gasp!)

THEY are………… the Plate Snatchers!   Bwahaha!

THEY will swoop in and snatch your plate away.

THEY don’t care if they invade your personal space.

THEY don’t care if others are still eating, your plate is theirs.

THEY only care that any empty (or almost empty) plates have vanished.

THEY must not ruin our dining adventures. Hold tight to your plate with both hands.

Defend your Plate!

(So now you know what my pet peeve is when dining out. What’s yours?)

Customer Loyalty

July 4, 2010

Thanks to the euro’s declining value, mortgage rates are at their lowest in years. Like many others, we are taking advantage of these low rates to refinance our home. We chose to re-finance using our original mortgage broker (Usher Financial Group) because they cultivated a strong relationship with us that continued post-sale.

As we picked up the closing check at our bank (also happens to hold our current mortgage), the teller asked “Why didn’t you use us?” This guy asked the wrong question! What he should have asked is “What could we have done to win your business?”

Doing business with your customers is NOT the same as having a relationship with them. If you want to win my business, then cultivate a relationship with me. No relationship = zero loyalty.

How do you cultivate customer loyalty? What makes you a loyal customer? Leave a comment and share your tips on cultivating customer loyalty.

OPB – Where’s the Love?

April 3, 2010

When it comes to OPB, the following is true:

  • I am a huge fan of OPB (Oregon Public Broadcasting).
  • I am one of the 120,000 contributors who believe that the service and programming OPB provides is necessary and valuable.
  • I am a proud OPB member.
  • I am a little bit miffed at OPB’s Membership Team. (more…)

A Lesson in Customer Communications – Portland Water Bureau

November 30, 2009

Is your company or organization prepared to handle customer communications when the unexpected happens?

Service disruptions and unexpected events require immediate engagement with your customers. The same tools that you use to engage and communicate with your customers for normal business activities need to be utilized in times of crisis.

Over the Thanksgiving weekend, the City of Portland’s Water Bureau experienced a crisis that required immediate and regular customer communications. How they handled this communication left some customers unhappy. Here’s what happened: (more…)

Going Above and Beyond

October 26, 2009


Companies known for great customer service do an excellent job of service recovery. Disney is one of the best at applying this principle on a daily basis. It’s a smart business practice that wins you strong customer loyalty.

Now let’s take that principle to the next level. What if a company goes above and beyond; not because they are in service recovery mode, but to fix a mistake the customer makes? I had this type of experience recently and it resulted in one of those coveted “Wow-your-Customer” scenarios.   (more…)

Tipping Point

August 23, 2009

Dear McMenamins:

By the time you read this, I will be gone. Although we tried to make it work, I just can’t spend any more time with you.

I always wanted to like you. I am proud that you make historic preservation a crucial part of your corporate brand. Modern buildings are sleek and cool, but I would rather hang out in one of your older building that has tons of character.

No, I’m not leaving you because your food and beer is mediocre (although it is). I never expected fine cuisine from you so that isn’t what drove us apart. As long as your service is efficient and friendly I can put up with average food and beer.

The reason I’m leaving is because your service is a ragged disappointment. Oh, I’ve tried to overlook it, but it happens too often. The fun has been sucked out of our “eat, drink, and have a good time” relationship. (more…)

Service "going to the dogs" – brilliant!

August 7, 2009

I’ve been a Farmers Market fan for years. I love eating local and there is nothing like having a direct relationship with the farmer who takes such great pride in what they bring to market.

I’ve been a fan of the Lake Oswego Farmers Market since I moved here a couple of summers ago. It is everything a local market should be – close to home with high-quality and local fruits, veggies, cheese, nuts, meats, flowers, breads, and other assorted goodies.

It didn’t take me long to scope out “my” vendors – the German lady with the excellent lettuce, beans, and potatoes. The “Peaches People” who have the most excellent peaches, nectarines and cherries. Oh, and the mushroom lady! Not only does she have all kinds of different mushrooms, she is savvy enough to have a chef cook up different dishes to highlight all the tasty things possible with mushrooms and a little imagination.

But one of my favorite things about this market is not the food or the friendly vendors. It is seeing all of the happy dogs that are taken care of by the market’s free Doggie Day Care service.  (more…)

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