Silence is Deadly
There is nothing worse than silence. Whoever said “no news is good news” or “silence is golden” must have been the parent of a new born because as an entrepreneur and the mother of a college student...
View ArticleToyota Rebuilds Trust
Boy, Toyota has sure had a run of back luck recently. Accelerators that stick and brakes that don’t work. A bad combination. So how are they handling the situation? Check out the video commercial...
View ArticleIs it a Good Experience?
“Experience is what you get when you didn’t get what you wanted.” That quote comes from Randy Pausch and his book The Last Lecture. I’m behind the rest of the world in reading, what I would classify as...
View ArticleTop Customer Service Mistakes Companies Make
We learn so much more from our mistakes, don’t we? I watch my kids, in particular my older son learn everything the hard way. Wouldn’t it be easier to just learn from others and not make the same...
View ArticleI Hate My Customer
The stories are coming in fast and furious. I put the question out there: “Has there been a time when you hated your customer – if so, what did you do to overcome the situation? Did you save the day...
View ArticleBeing Right Doesn’t Win Friends and Influence Customers
I just had an argument with my son. Not the first. It comes down to a basic difference between what is right and what is wrong. I’m the parent and so therefore, I am right. No really. I am. But...
View ArticleUS Soldier Sends Message to HP Support
I have to be honest – I don’t think I have any words to add to this message from a PRIOR HP customer. Talk about poor customer service! HP – do you have anything to say for your approach to … Continue...
View ArticlePreparing for Customer Disappointment
This topic seems timely on the eve of Black Friday frenzy. Retailers are expecting a record breaking volume of shoppers and sales this week . In an effort to gain the customer’s first dollars they are...
View ArticleCrying Baby – Fancy Restaurant – Piece of Pie
Now here is a dilema for you to chew on. Friends of mine just went out for a fancy dinner. They don’t normally go out, married over 30 years, both busy in their careers, they are lucky if they have …...
View ArticleVerizon’s Arbitrary Pricing Leads to Customer Confusion
There are three schools of thought on product pricing: Set it and forget it Set it and haggle Leave it open for interpretation We are used to the price being the price and unless there is a coupon or...
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