How We Fool Ourselves into the Quick-Fix by Lack of Critical Thinking The other day at a networking meeting an acquaintance told me about the “Chocolate Diet” where eating chocolate causes you to lose weight. He was waxing quite enthusiastically about it. I was more dubious. It turns out that the “study” behind this amazing result …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
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
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
Here is a customer service story that happens far too often. My teenage son and I went to a local restaurant recently where we occasionally go to have pizza and play cribbage together. It is something we have done every couple of months together for years. We go to the same place and order pizza …read more
