Why does it seem that many entrepreneurs and managers think that customer service is like a Japanese Manga cartoon? In Pokemon and its ilk the main characters are all earnest and think good thoughts and if they think good thoughts hard enough then they will win and everybody will be happy. Except that in customer …read more
How kids interact and how adults interact tells us a lot about how we change as we grow. I am a devotee of cooking shows, having formerly owned a restaurant and I enjoy the guilty pleasure of watching Gordon Ramsay bully his way through his various cooking shows. Two of his successful works are Master …read more
US Thanksgiving 2014 I moved to the rather bucolic and quite British-y city of Victoria, BC in Canada thirteen years ago from Los Angeles. A truly wonderful place to live and raise a family. A bit of culture shock however coming here from America. I still scoff when people complain about the traffic (traffic? You …read more
What is good customer service and what is poor customer service? How do you define it? How do you know that you are providing even adequate let alone exemplary service to your customers? Only 4% of customers will complain about poor service. Coupled with the results of a study that show that only 8% of …read more
United Airlines refused to help a customer who had his $1200 damage done to his guitar happen before his eyes by a baggage handler. Why? Because he missed a 24 hour reporting deadline due to advice he received from United itself. After nine months of back and forth he received no relief from the airline …read more
In preparation for a talk entitled Extreme Customer Service I am going to present soon to a local networking group I was ruminating about the kinds of customer service I’ve been exposed to over the years. We’ve all heard (and experienced) the horror stories about really bad service. How often are we exposed to an …read more
