You may remember this story from childhood. Stone Soup is a European folk tale where a hungry stranger from out of town convinces the locals that his soup recipe—the basis of which is nothing more than a stone—will become something extraordinary.
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There’s a lot of talk about how retailing—and other traditional business—is dead. And there’s much hand-wringing and complaining about how those big online giants are unfairly hurting brick-and-mortar businesses. 
The strongest brands on earth have a two-sided relationship with their fans. Like any real life relationship, there’s give and take. Speaking and listening.
I don’t know whether it’s today’s consumer online habits or a lack of training. But I do know I don’t like it. “What’s the name?” the receptionist blankly asked me at my doctor’s office this week. Ick. There seems to be an epidemic of taking the person out of personal service.
Recently I received an email from a business asking me to rate a visit. While that visit was very positive, I used this survey as an opportunity to share a different and very negative experience that happened a couple months before that. This is a healthcare organization and the situation involved life and death decisions.
