Cases of Extreme Customer Service

Every company says they provide the best customer service, unfortunately in some cases it’s only written but never applied. Abundant examples can be found online of bad experiences from unsatisfied customers and how companies failed to keep theme as a happy customer. 

However, positive stories can also be found. Those that show how customers are not only satisfied with their purchase, but also deeply grateful with someone else for going above and beyond to solve something. 

Here are some examples:

Airbnb: After some stories reached the news about guests trashing some of the host properties, the company decided to hire 50 agents to revert this situation and make sure the good stories also reached the media. Sometimes simple details can make a difference.

After Adam Jackson discovered that one of his guests had stolen a pizza cutter from his kitchen, he tweeted about it and Airbnb overnighted a new one to him with a nice apology note. 

Zappos: A company that is widely recognized for their excellent customer service. Plenty of stories can be found online, because they live up to their slogan “delivering happiness”. They have no time limit for their calls; their longest one lasted 10 hours!

One night, Zappos CEO, Tony Hsieh took some of his client out for a night in town, once they got back to the hotel one of his clients was hungry and wanted some pizza, but it was 2AM and the hotel kitchen was closed. Tony suggested her to call Zappos customer service and ask where she could find pizza. Not only did they suggest three pizza stores nearby, but they also ordered it for her.

Taco Bell: The people in Bethel, Alaska were pranked to believe a Taco Bell would be opened in their city accessible only by air and river. Their disappointment was shared with the company when they found out the news was not true. Once Taco Bell heard about this through their social media channels, they decided to cheer up their Bethel Taco fans, airlifting a truck with 10,000 free tacos. 

Lego: Luka, a 7 year old boy sent a letter to Lego explaining how sad he was because he had lost one of his figures, and he asked if he could be sent a new one. The response from Richard, a customer service manager, was not only very creative, but also included a gift card. 

Credit: http://twitter.com/lukaapps

“Luka, I told Sensei Wu that losing your Jay minifigure was purely an accident and that you would never ever ever let it happen ever again.

He told me to tell you, "Luka, your father seems like a very wise man. You must always protect your Ninjago minifigures like the dragons protect the Weapons of Spinjitzu!"

Sensei Wu also told me it was okay if I sent you a new Jay and told me it would be okay if I included something extra for you because anyone that saves their Christmas money to buy the Ultrasonic Raider must be a really big Ninjago fan.”

And these are only 4 stories from hundreds out there. Start thinking how your company can give a smile through extreme customer service and win customers for life. 

We’d love to hear from you, share your stories of positive customer service experience with us in the comment section.

Entrepreneurs, Get Ready for Startup Weekend!

Startup Weekend

If you think you have a revolutionary idea that only needs a push to get off the ground and become the next big startup, then you shouldn’t miss Startup Weekend.

Startup Weekends are 54­-hour events where developers, designers, marketers, product managers and startup enthusiasts come together to share ideas, form teams, build products, and launch startups.

Although any idea can be pitched, almost 95% of the projects are mobile or web focused. 

The biggest benefit about these events is that, unlike any others, it’s not about sitting and listening to theory. As their site says it’s “No talk, all action”. Usually Fridays are for networking and listening the ideas from entrepreneurs by giving them 60 seconds in front of the microphone. 

The ones with the most potential will be selected, mentored and will work together during the whole weekend to prepare a demo and presentation which will be shared on Sunday with the judges. The judges will then select the top 3 projects. 

If you’re wondering who is behind this event, although there are hundreds of volunteers that work to creating this entrepreneurial community, there are also “galactic partners” like Google for entrepreneurs or global partners like Coca-Cola. Although OfficeList is not affiliated in any way, we know that the creation of new companies is what helps a strong economy grow and motivates younger generations to create. 

This event currently takes place in 478 cities around the world; so regardless of where you are, you can look for your local Startup Weekend here and start thinking of that pitch that will make you stand out from the crowd. 

Only a few weeks ago (Aug 9th), Startup Weekend Las Vegas took place and the winner was Plus1 Analytics, an application designed to assist casino staff track high rollers and VIPs in real time, improving efficiencies and customer service while minimizing uninformed risk to the casinos. 

Some of the following startup weekends for September are:

• Sept 6th: Tempe, AZ

• Sept 13th: San Francisco, CA

• Sept 20th: Seattle, WA

• Sept 29th: Chicago, IL

Remember, 60 seconds is all you get. Just like an elevator pitch where you need to sell your idea going straight to the point and showing why it’s so unique. Once you get your idea going, don’t forget to give us a call and we’ll help you find an office!

Body Language in a Business Environment

  Source: Digital Vision./Digital Vision/Getty Images

Remember when you were a kid and you did something bad? Or if you have kids, what’s the posture parents adopt when they are going to punish their kids? Most parents either put their hands in their waist or they cross their arms trying to look upset. That’s when you as a kid knew something bad was coming.

Body language tells a lot more than what you think. A TED video posted Oct 2012 shows Harvard researcher, Amy Cuddy talking about this; body language shows power, dominance, and strength or it can also show the exact opposite. 

Just like in the wild, where animals tend to expand, grow bigger or adapt positions that make their body seem larger to show their dominance, humans also respond to the same principle. For example, those who win a race extend their arms in a V shape, taking more space. A CEO will sit stretching his arm to the next chair while a staff member might curve, lower his head or shrink unconsciously, like accepting that sub ordinance in the office. 

According to the University of Illinois Extension Statistics, first impressions generally comprise: 55% your appearance and body language, 38% the tone of voice in which you say something and 7% what you actually say. 

So how does this apply to your business?

When making a negotiation, people want to project a strong image. They want to hide their weaknesses and exaggerate their strengths. 

• Crossing your arms is OK to call your kids attention, but not to negotiate. It shows you’re bored or anxious. The best way is resting your hands on your lap or in a neutral way. 

• Avoid crossing legs; it seems you’re closing yourself. The opposite is not suggested either, a very relaxed position may suggest you’ll fall asleep. Make sure you adopt a comfortable yet relaxed position. 

• Are you a foot tapper or shaky legs person? Try to control it; you don’t want to seem an insecure or anxious person. Leave the dancing for later. 

• Your eyebrows say much more than what you think. Raise one and you’ll look arrogant, raise both and you’ll look skeptical. Relax your face muscles and focus on the speaker. 

Do you have any additional tips we might have missed? Share your suggestions on body language with us in our comments section, our Facebook page or our Twitter and let us hear your thoughts.

Top 5 Largest Office Buildings in the US

Most people tend to think the largest office building in America is the Empire State building, and although it’s one of the tallest, it’s not the biggest office building there is in the US.

Before going through the list, try to guess one! 

5. McDermott Building in San Antonio, Texas with 4.463 million square feet.

The building is owned and managed by United States Automobile Association. Although it has only four floors, its long shape helps to hide its enormous size. It has been expanded numerous times since its creation in 1976. 

Source: chitowndining

4. Willis Tower in Chicago, IL with 4.5 million square feet. 

Until last year, it was the tallest building in the US, until One World Trade Center opened. Formerly named as Sears Towers, it has 108 floors and was finished in 1973. It still maintains its position as the eight tallest freestanding structure in the world. 

Source: Wildnatureimages

3. Embarcadero Center in San Francisco, CA with 4.8 million Square feet. 

Located in the city’s financial district, it consists of five office towers which are connected and two hotels. This space holds 14,000 people who work there. 

2. Renaissance Center in Detroit, Michigan - 5.5 million square feet. 

It’s the tallest building in Michigan and its 7 connected skyscrapers are home to the world headquarters of General Motors in Detroit. The highest building of the “RenCen” has 73 floors. 

1. The Pentagon in Arlington, VA with 6.6 million square feet. 

Source: David B. Gleason

Back in 1943, in the early years of WWII, the Department of Defense had 17 buildings spread all around, that’s why they decided to build The Pentagon, which today holds almost 24,000 workers between civilians and the four branches of the military. Its corridors have a length of 17.5 miles and its total floor area is three times the floor area of the Empire State Building. Although it’s a 5 story building, it also has 2 underground levels. 

Unfortunately, to have an office in three of these buildings, you either have to work for the Department of Defense, General Motors or the United States Automobile Association; but the good news is that if you’d like to have an office in Embarcadero Center or an office at The Willis Tower, you don’t need to be a millionaire or work for a large multinationals. Those two buildings have business centers offering executive suites for independent professionals and small companies. Give us a call and we’ll guide you through the process.

It's Never Too Late, Entrepreneurs after 50!

If you are reading about entrepreneurship, you’re probably expecting to read about a college dropout in his 20`s that came up with an idea that was developed in a dorm room or his garage.

But who said entrepreneurship has an age limit? We’re always hearing through the media about a young genius who came up with something, but the majority of entrepreneurs in America are mature professionals who launch their own ventures.

In the UK, The Guardian recently wrote an article about people who are starting their own business after retirement. Due to the European crisis, pensions are reducing and are no longer enough to make a living, that’s why people have started their own companies even at age 63. There are also other cases when very active professionals retire, but the lack of activity ends up boring them, which leads to bright ideas that later become successful companies.

According to Vivek Wadhwa, director of research at the Center for Entrepreneurship and Research Commercialization at Duke University “Twice as many successful entrepreneurs are over 50 as under 25; and twice as many, over 60 as under 20. The vast majority -- 75 percent -- have more than six years of industry experience and half have more than 10 years when they create their startup.”

A few examples are:

Cheryl Kellond, a woman who at 43 founded Bia Sport, a GPS sports watch that records time, current heart rate, sending the data straight to an online profile. It also comes with a panic button that gives women who work out alone peace of mind.

And a great example from the office space industry is Sune Larson, a Swedish Entrepreneur who started his business of serviced offices in Stockholm 10 years ago when he was 50.

Sam Taylor a British entrepreneur who started his own company at age 63. An online art gallery which is now offering more than 200 pieces from 30 different artists.

Studies show that although young people tend to assume higher risks, thus more projects are started by them; mature people have more years of experience which allows these new projects to last more over time.

A man once said “All our dreams can come true, if we have the courage to pursue them” That man built an empire of smiles and happiness, he was Walt Disney.

It’s never too late to dream and start making those crazy ideas into reality.

If you’re one of those mature entrepreneurs, we’d like to hear your story, write to us in our comments section and share it with us!

How an Executive Suite is Developed in Manhattan [Video]

Have you seen an artist create a painting, a drawing or any work of art?

It all starts from an idea that is in the artist’s mind, which then needs to be embodied. When we start seeing the creation, we can’t see anything; we can’t understand what’s on their mind. But later, when a line joins with another, when a color is mixed with another, that’s when it starts taking shape and the work of art is suddenly finished in front our eyes without even realizing.

That’s exactly what we wanted to share with you in this post.

Few of us have the opportunity to see how an executive office suite is created, from scratch. Today, we have the chance to go behind the scenes and see how an office space in Manhattan came from a raw space and became a modern office suite which is now finished and available to rent in NY's Park Avenue.

A wonderful creation that made sure walls wouldn’t interrupt natural light from reaching each corner of the space.

The good news is, you don’t need to run a multimillion dollar company to have an office here. Today’s business world is dominated by small business. According to the US Census Bureau, in 2010, 99% of US employer firms were small business.

That’s why this space is designed to hold multinational companies but also those professionals, entrepreneurs or startups that need a space to work from. This center holds an area called “unOfficing” which is specifically designed for those who “envision working from a large, open-plan, collaborative workspace that recreates the setting of your favorite library, coffee shop or living room…we can promise you a group of professional individuals that dream, create and inspire as individuals and collaboratively”.

Thanks to OfficeLinks for sharing the video, and if you're interested in taking a closer look at this office in New York's Park Avenue, give us a call at (866) 354-5478, we'll be glad to share more details. 

Office Cultures Around The World

Work cultures change dramatically from one company to another or from one industry to another. One thing is working for a law firm where you need to be well dressed every day and working hours can usually be 50-80 hours, while it’s a very different story if you’re working for a "dotcom", where dress code is very casual, many people work remotely and those who go to the office can enjoy perks like games and sleeping pods. 

But what happens when you’re not switching company but moving to a different country? now that’s a whole new challenge.

Below you will find different office cultures:

Great Britain: UK has a relaxed culture, whereas relationships often switch between friendship and colleagues. Some foreigners may see it as unprofessional, but it’s normal at a humorous environment, where personal conversations happen frequently. Brits are a bit more relaxed for appointments than Americans, it's OK to be somewhat late. It’s a very consultative culture where meetings are the common place to criticize, discuss and challenge other opinions, however all in a friendly environment as employees are encouraged to participate actively in decision making.

China: If you’re traveling to China, don’t expect too much feedback from your boss. They tend to communicate through “middlemen” and when they tell you what to do, they don’t expect you to ask anything as it would be taken as questioning their authority. Contrary to the US, where you ask everything to make sure you understand, in China you should ask as least as possible. If you are the boss, instructions should be given in a very polite way and if you have feedback, it should be given indirectly and at the right moment as it could be taken as something negative. 

Sweden: PUNCTUALITY, that’s the first thing you have to learn. People arrive 10 minutes early to every meeting. Meetings will take long as everybody is heard. You might find a few people that don’t do as much as the rest, but it’s because in Sweden companies don’t fire their employees that often, so there’s no “threat”. But overall it’s a calm environment, very harmonic. 

Spain: Before going to the office for the first day, make sure to go shopping to look fashionable and smart. Spaniards are known to be well-dressed professionals. Although they have fame of being lazy, don’t believe what others say and if you have a meeting, be there on time as your counterpart will most likely be there on time. Keep in mind there’s a siesta time (nap time), which means they take a 2 hour lunch break. Professional offices usually open from 10 to 2, then from 4 to 7. 

Whether it’s for a permanent relocation or a business trip, before traveling make sure to read some business etiquette tips to avoid any embarrassing moments or even losing a deal. 

Have you suffered from office culture differences? Share your stories with us!