Do you always feel like working every day, five days a week, 8-10 hours a day, on your birthday, the holidays, or even on scheduled days off? Of course not. But do you think the customer really cares how you feel? Of course not! No customer walks into your establishment with an expectation of being dissatisfied. So you have to deliver Great Theater whether you feel like it or not. Listen to this episode to break down your customer experience, act it like you mean it, and deliver Great Theater to every customer.
This episode is also available as a blog post: http://billquiseng.com/2011/10/10/great-service-is-great-theater/
