Learn about reconnecting with familiar brands in the COVID-era, when temperature impacts the client experience, and a lawyer’s office that is fun to visit. Bite-Sized Delight From the Episode: • Make Apologies about Your Customers - Delta welcomes back flyers with new protocols and apologizes for not meeting customer expectations. • Clear, Consistent Customer Communication Avoids Frustration - An air conditioning company’s failure to communicate costs them the project and a long-term customer. • Unexpected Experiences in Unexpected Places Create Remarkable Interactions - A law firm with “The World's Greatest Toy Closet” creates a memorable interaction for their client’s children. Are You Looking for Things We Referenced? • Delta’s Apology for Not Meeting Customer Expectations • The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share - by Dan Gingiss • Shaheen Law Firm (Richmond, VA) - home to The World’s Greatest Toy Closet Learn more about the Experience This Show and the hosts: • Joey Coleman • Dan Gingiss