You Don’t Know Me Well Enough to Hate Me

December 16, 2010

No matter how good your product or service is, all your customers will not be satisfied. If you blog or write anywhere about your point of view, somebody is not going to like it. These are the facts of the internet where everyone has an opinion.  I would rather have someone love me or hate [...]

Read the full article →

Even Superstars Answer Their Email

December 9, 2010

I remember when a now famous business person used to return my emails.  Now that they get thousands of them a day, I guess it is impractical to reply to each one.  This problem is multiplied many times for CEO of corporations who get customer mail from 10,000′s daily. But providing great customer service does [...]

Read the full article →

What Good is Online Chat Customer Service if There is None?

November 30, 2010

I bought a new Cardscan device to enter the business cards I get into my data base.  I could not figure out how to use it.  I felt I was missing the obvious.  I tried their online chat support on their web site. This was the chat log: Patty Soto: Hi, my name is Patty [...]

Read the full article →

Surcharges Leave Me in The Cold

November 24, 2010

It’s the beginning of winter in Chicago, so it’s time to get our furnaces checked.  I called Northern Weathermakers because they provide skilled service and always show up on time.  I had been a very satisfied customer…until this visit. Northern Weathermakers charges $124 to come out to clean the furnace.  I think this is expensive [...]

Read the full article →

Condolence Card for Cavi Makes Great Customer Service

November 17, 2010

My son Daniel on right after Cavi Won First Place My son’s guinea pig, Cavi died on Monday night at age 5.  In the morning, she was fine eating in her cage and by night, she was dead.  It was a big shock for my son who would not come out of his room all night.  [...]

Read the full article →

Mechanical Delays Happen But Flight Crew Selfishness Shouldn’t

November 9, 2010

I had an incredible business trip to Aruba his past week, but trying to get home on Monday was a flying nightmare.  After arriving at the airport 2 hours early, we were told the plane was broken.  They needed to fly the parts in from Miami to fix it.  American Airlines expected a total of an [...]

Read the full article →

“Sage” Advice on “Is the Customer Always Right?”

October 31, 2010

Doug Meyer is the Chief Customer Officer at Sage North America, the folks that bring us business management software for small businesses.  He posts his views on customer service after reading BAM!: “We believe the customer is almost always right, but not always.  Diverting too much time/resources to the ½ of 1 percent who cause [...]

Read the full article →

Is charging to use a Debit or Credit Card Good Customer Service?

October 28, 2010

I have heard about it in the news, but last night was the first time I experienced it.  I was charged a 5% fee to use my debit card at a gas station in Portland. In this particular case it was only 45 cents, but on a larger transaction it could be outrageous!  We all [...]

Read the full article →

Always Selling: Every Employee is a Brand Ambassador

October 24, 2010

Today’s guest post is from Scott Stratten, the author of a great book called, UnMarketing. “People seem to think Customer Service and Marketing are separate departments.  I say they go hand in hand.  There is no better way to increase or decrease your brand impression than through customer interaction.  Every person in your company is [...]

Read the full article →

← Previous Entries

Next Entries →