It's a rental...

So this morning, I dropped my car off at the dealership for some warrany repairs.. something about leaking and urgent.. so I complied.. the other bonus was the fact that the warranty covered a rental car.. perfect...

Let's step back a couple of days to Tuesday... I was late coming home from the office, and decided the best thing to do was to treat the family to a pizza.. from Canada's #1 Pizza chain...

My point? These two incidents were brilliant examples of the EXTREMES of bought in front line staff.

First, let's start with Tuesday's pizza... Somewhere in corporate pizzaworld someone decided that 1:1 marketing was a great idea.. so they decided to dedicate an area on the pizza box to allowing the 'chef' to sign their name exclaiming that this pizza was made for me... in the 10 times I've ordered.. it's never been signed...

Another innovation in the pizzasphere is a new delivery bag with a digital read-out... pizza is a million degrees, or it's free... I was so excited to see the bag, to learn how it works.. when it arrived.. I wasn't even shown the read-out.. now that I think of it.. it didn't seem all that hot... ;)

Fast forward to today.. I drop my car off at the dealership to be greeted (immediately) by the local Enterprise car rep. I was certainly excited, as this was my first glimpse into the Customer Obsessed world of Enterprise that was illustrated (to a tee) in Frederick Reichheld's Loyalty Rules! And to say that every 't' was crossed and 'i' was dotted was an understatement. I guess Enterprise's strategy of structuring their bonuses on Customer Satisfaction Scores is working.

So, my point is simple, train your front line staff religiously. In fact, get them to believe in your product/service as much as you do. Otherwise, all of your efforts will be wasted, and I will call someone else who hires and trains believers...