• Bill Leinweber

  • About Bill Leinweber

    Bill Leinweber's mission is to help businesses and organizations grow by combining efficient processes with great customer and employee experience.

    Bill is the Chief Experience Officer & Owner of Landmark Experience LLC, a consultancy, where he loves to help business leaders walk in their customers' shoes and devise memorable and meaningful experiences for both customers, guests, visitors, employees and business partners. After all, have you ever heard of customer loyalty and business growth without GREAT customer experience?

    Bill's 30 year career spans retail and office products distribution operations in both small, family-owned and global mega-businesses. He has managed customer service operations, sales support, customer on-boarding and business intelligence teams while also serving as an internal consultant and subject matter expert. Bill has helped his past employers improve their customer engagement processes and achieve their goals of customer experience excellence and loyalty.

    Bill loves to talk and speak about customer experience as well, so don't be afraid to ask!

    Bill Leinweber
    Landmark Experience
    513-227-9037
    www.LandmarkExperience.com

Do you aggravate your customers over a paper napkin?

Sometimes it’s the seemingly small thing that can tick-off your customers the most. Be wary of any process improvement “guru” who tells you to cut corners without doing the necessary due diligence. I’m speaking to you McDonalds.

When did you decide that drive-thru customers don’t want napkins with their meals? Did you survey your customers? The tarter sauces still oozes out of the Filet O’Fish. The fries are still greasy. So what’s the deal? You don’t even ask customers if they want napkins – you just let them discover there aren’t any once they drive off. Not so smooth.

I can understand letting customers ask for ketchup, salt, mustard, extra ice but really, a meal without paper napkins is just plain rude. This is happening at many locations (okay, perhaps I hit the golden arches a bit too much). I’ve noticed it at other restaurant brands too. I’m sure some well-meaning suggestion came through the suggestion box and the finance department salivated at the millions of dollars that can be saved on paper napkins but at what cost? At the very least, ask before you humiliate

To all business owners out there – it is so critical to put yourselves in your customers’ shoes. What is it like to be your customer?

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