The ability to uncover and meet the needs of your target audience in a mutually satisfactory manner (my definition)
I have always had a penchant for noting excellence in customer service. When I see it, I always make sure I go out of my way to thank the customer “server”. Recently, I interviewed two managers, Matt Digman and Keith Kisinger, at
Love’s Travel Stop and Country Store in Grayson, Kentucky, to uncover how great customer service happens. Is it the person, the corporation or both? I entered this store for the first time ever and was immediately greeted by Matt. As I made my way towards the Diet Coke, Keith asked if he could help me find anything. Later, when I decided to spend a few minutes talking to them about how they became so good at delivering customer service, I learned that each of them had a strong family upbringing and personal philosophy of just being nice to people and trying to offer to help. I was also told by each of them that the friendliness is also a corporate philosophy. They explained that I can get a cup of coffee or Diet Coke at the other gas station across the street or the fast-food chain next-door but, hopefully, the welcome greeting will make me want to come back more often. The corporate commitment that I read on their website says, “Clean Places, Friendly Face”. http://www.loves.com/Default.aspx?tabid=59 With over 260 stations in more than 35 states I know I will encounter another Love’s very soon in my travels. I happily admitted that I would specifically look for Love on my next trip as well. Happy Valentines Day to a corporation “showing some luv”.




![boys_camp_07[1] Summer Camp](http://www.leslieraney.com/wp-content/uploads/2010/03/boys_camp_071-280x100.jpg)




Recent Comments