A Quote by Greg McHugh
I do have very high customer service standards - I'd send back sushi because it's too fishy.
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Right after I graduated high school, I joined a sushi restaurant to learn how to make Japanese food. And then spent seven years. Then that time - that's enough. Then sushi restaurant - butchering fish and they make your body smell like fishy.
Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn't have customer service. They had might, but they didn't have customer service, so customer service is everything in the end.
Service standards keep rising. As competitors render better and better service, customers become more demanding. Their expectations grow. When every company's service is shoddy, doing a few things well can earn you a reputation as the customer's savior. But when a competitor emerges from the pack as a service leader, you have to do a lot of things right. Suddenly achieving service leadership costs more and takes longer. It may even be impossible if the competition has too much of a head start. The longer you wait, the harder it is to produce outstanding service.
That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.
As retail goes through a fundamental shift into the digital world, I believe Ocado's model and the high standards of customer service it provides will see it emerge as a powerful online player.
Business is all about the customer: what the customer wants and what they get. Generally, every customer wants a product or service that solves their problem, worth their money, and is delivered with amazing customer service.
When I was 11 or 12 - a young boy in Japan - one of my older brothers took me to a sushi restaurant. I had never been to one, and it was very memorable. Back then, sushi was expensive and hard to come by, not like today, when there's a sushi restaurant on every street corner and you can buy it in supermarkets.
Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process.
Biggest question: Isn't it really 'customer helping' rather than customer service? And wouldn't you deliver better service if you thought of it that way?
Most customer service people are great. It's that one customer service person from hell that drives me crazy!
Customer service should not be a department, customer service is everyone's job.
With businesses, you go to the same places because you like the service, you like the people and they take care of you. They greet you with a smile. That's how people want to be treated, with respect. That's what I tell my employees - customer service is very important.
In Japanese sushi restaurants, a lot of sushi chefs talk too much.
It's a very, very tough market.
So unless you do a really good job, you buy the right products from the manufacturers, you service the customer, they keep coming back, they bring their friends in, it's all about numbers, numbers, numbers.
Quality that significantly exceeds the customer's expectations doesn't seem to pay off. This 'delight the customer' stuff isn't rewarding. One has to be careful about delighting customers too often, because it sort of reshapes customer expectations.
My dad is a very creative type of person, so he has rolls that make no sense to most people familiar with sushi. He has a High Five roll. What is that? Don't ask questions. Just try it. He's kind of mischievous, and that's how I am, too.
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