Bias through Emotion, Argument from Authority or Influence with Facts How much of your decision-making is informed by the headlines? Have you ever thought about how the media creates interest by using slanted terminology to capture your interest? Remember, the purpose of a newspaper or TV station is to sell advertising and make money thereby. Editorializing has …read more
How much time do we spend complaining about poor customer service? How often do we fail to notice those times when somebody goes out of the way to make sure we are served well? How often do we encounter those unsung heroes of customer service who will not rest until we are properly and thoroughly …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
Did you know that 89% of companies feel that they deliver superior customer service? Did you know that 9% of their customers agree with them?1 That is an amazing difference of opinion, wouldn’t you say? We all think we provide great customer service but how do we know that our customers agree? I was in …read more
In our businesses we often look to lowering our price to entice prospective customers into our stores.
The first words out of your customer’s mouth are, “What are your rates?” Before asking about anything else the focus is on price. Once you follow your customer down that path you are done for. You are on a set track with no deviation to reducing your price to compete with all the other guys …read more