Having moved to Sarasota last October we’ve gone through the normal challenges in finding new services. We needed the usual trades people, contractors, plumbers and electricians. Then there were landscapers, yard maintenance, personal stuff like hair salons and manicurists and the darkest side of them all, new doctors.
It’s ironic that the most professional of all, the [...]
I’m sitting here in the dealership waiting for my car to be serviced and I’m amazed by the process. I had a 7:00 am appointment. I was assigned to a customer service manager, who greeted me and handled all the paperwork. She went over the estimate and off I went to the customer lounge to [...]
A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor [...]
Moving into a new house I’m being reminded daily of what not to do when it comes to customer service. Every day it’s another lesson taught by any one of a half dozen different vendors. Today’s chapter in “Consumer Hell” is brought to you by ADT. It’s interesting that while ADT may well be the [...]
It’s 5:43 a.m. and for the fourth time in three weeks I’ve just completed my morning call to Network Solutions. Months ago I had problems with their email product and threatened to make the switch to another company when they supposedly set up the system for routine maintenance during normal business hours of a big part [...]
A few weeks ago Bruce Berg wrote one of the blog’s most read and most applicable posts about a great children’s promotion he’s been doing for years during the off season. Bruce’s sense of marketing and customer service is as consistent as the outstanding quality of his images!
A week or so later he posted the story below on facebook. [...]
I’ve written a lot about the importance of customer service. My experience goes back to my Polaroid days when the SX-70 was introduced and the initial cameras were 300% defective! Polaroid, at the time, was so afraid of a class action suit, they actually put some of us on the road making roving rep house [...]
If we’ve learned nothing else from cell phones, it’s the lesson to assume absolutely nothing when the phone goes dead. Here’s the scenario: you’re talking away and suddenly you realize whoever you’re talking to is simply gone. Years ago you might have assumed they hung up on you. Today, we just deal with it and [...]
Every night Sheila walks in the door and we’ll both ask each other the same question, “Hey honey, how was your day?” After a twenty minute or so exchange the reality hits us that no matter what business you’re in, the challenges are the same. She’s at Akron Children’s Hospital and I’m in the photo [...]
Last week I talked about working to convince my Dad to do a guest post now and then. Well, I finally closed the deal, but only after we negotiated a life-changing compensation program that hopefully won’t disturb his Social Security and is comparable to what he underpaid me as a kid! What I’m most happy [...]
