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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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19The Generational Divide:Serving Age-Diverse Customers

“I couldn’t care less how friendly they are or whether they call me ‘Mr.’ Just fix my problem right the first time and forget about buttering me up.”

—30-something customer overheard on his lunch break talking about a computer problem.

To celebrate their wedding anniversary, a 60-something Midwestern couple chose a popular new restaurant in their small town for dinner. Upon being seated they were met with a warm greeting by their server, who congratulated them on their anniversary and appeared to set a good tone for their special evening.

But then she handed each of them a menu, pulled up a chair, sat down and proceeded to review the menu and the daily specials. While some customers may ...

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