Sunday, June 15, 2008

Sunday's signpost

Okay, this isn't really a sign per se. At the drive-up window at this bank, I noticed a jar full of dog bones. I asked about it, and was told that the manager decided to do it since so many customers have dogs in their cars. Nice!
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Tuesday, June 10, 2008

Customer service at museums

So how does customer service differ in the museum setting? When I offer training about customer service (whether for volunteers or paid staff), I always put it into the context of the overall visitor experience. When front-line staff understand how their actions are part of a larger experience, they start to "get it" as to why each phone call or transaction or question answered is part of a larger picture.

Yes, they may be answering that same "where's the bathroom?" question for the 10th time that day, but it's that visitor's first time to ask.

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Sunday, June 08, 2008

Sunday's Signpost

These signs are from Quail Botanical Gardens, a joint project between myself (as the writer) and Tanya Bredehoft of Artefact Design. What I like is that the brightly colored bases also serve as wayfinding, setting off various areas of the garden for visitors. These are for the Australia and New Zealand gardens.
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Friday, June 06, 2008

Customer service and the visitor experience

When I was shopping my book around to publishers, I often got the same response, "We already have too many customer service books." This was a bit frustrating to me because, in my mind, there was only one chapter (of 14) that dealt with customer service specifically. And while I have always considered customer service to be a critical component of the visitor experience, I do think it's a subset of the larger experience. (Imagine a brightly colored Venn diagram here, for those of you who like consultants who come up with diagrams.)

After hearing that from so many publishers, I guess I shouldn't have been surprised to find that clients are asking for customer service training more than any other type. After an initial training session late last fall, I'm now coaching a client who is developing an in-house training plan and manual. We're looking for any great examples of customer service training at cultural institutions. If you have one, or know of a great example, please post a comment here. We'd love to hear more.

I'll be posting tips here, and also some highlights from the customer service session I'll be presenting in Anchorage at the Western Museums Association conference in September.

Tip of the day: If you're answering the phone, smile before you pick it up. It changes your brain chemistry, making you more open and helpful, as well as warming up the tone of your voice.
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Sunday, June 01, 2008

Sunday's Signpost

Loved the tile work, but you can't read this sign at all! In fact, it reminded me of one of those color-blindness tests.

If using decorative tile, use it as a border or below the lettering, so you have good contrast for the lettering.
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