Customer Service - Part 4 with our special guest Amb. Terry Earthwind Nichols

Ambassador Terry Earthwind Nichols International Speaker Strategist : “Keeping our club members happy was our number one job. As a city club manager, I led by example. For instance, one member said she liked her club sandwich to look like a tea sandwich with the crust cut off after the sandwich was made. No one had picked up on that comment except me. She almost cried the day I delivered it to her the way she liked it. I got a big hug that day.

Her husband mentioned that even though they had been members for years, the club had never had his favorite scotch on hand. I went out and bought that scotch, then surprised him with it the following day. I watched as the wait staff delivered the drink to his table. He took a sip and then looked around for me. His eyes sparkled as I walked toward him. He vigorously shook my hand and had a little tear in his eye.

I didn’t expect my staff to do things like that, however they did get the message.”

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