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
There I was, at a Christmas party where my partner and I did not know anybody but the host. Of course introductions were made all around until one young woman started declaiming on her entrepreneurial history. Not about her actual business but how she did not see the rationale for having a business plan or to have …read more
A few years ago while executing my exit strategy from my handyman business I enquired into a new, locally produced TV show called The Hard Way. The premise was to film small business owners with troubled companies being helped by experienced mentors. The title, “The Hard Way” showcased the concept of using tough-love guidance to …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
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
