The Answer is ALWAYS Outside the Building
“My opinion is informed.” “I’ve ‘been there, done that’.” “I know exactly what the market needs.” “Just listen to me…
Tag: Customer Service
Dick’s Sporting Goods Delivers E-mail Again and Again
With the Christmas season behind us, everyone awaits the unfortunate noise that occurs in January. THUD. CRASH. THUMP. Something heavy…
The Big Question: How’s Business Going
I make it a point to pose the following question to an unsuspecting waiter, hostess, cook, or ‘owner-looking’ person at…
Stop telling me your greatness; Start showing me how you can help me.
The press release boldly claims that the latest product release will revolutionize the software industry. The commercial shouts that…
Words that kill: I am just a sales guy
I was on a product demonstration yesterday when I heard a salesperson say, “I am just a sales guy.” In…
That’s not my department.
Responsibility; ownership; accountability; these themes sound weighty, and they are; being responsible, accountable, with an ‘owner’s mindset’ is tough to…
eBook: How Do Brands Win Business
Friends, Product marketers, business owners, customer service reps, product managers, marketers: It’s been a lifelong dream of mine to publish…
I wouldn’t do your job for all the money in the world.
On a typical day, you’ll encounter a wide variety of people, performing many different roles. Susan, the perky red-haired Starbucks…
I wanted to do business and I got ignored
I recently had some small business owners visit my home to give me an estimate for some yard work. As…
Coffee Bean: Customer Focused every day
I have high expectations for new businesses. I have an expectation when entering a new store that I’ll be treated…
Coffee Bean: Readying for a Starbucks Fight
I love to see new brick and mortar businesses start. I get a charge out of seeing businesses do their…
The secret to a more tranquil airport
Juan Alvarado please report to the check-in desk. Attention: For your safety, please keep your bags next to you at…
@Southwest Air: Customer Can Do Attitude is THE rule
The orders come in like rain as the flight attendant pushes the bulky cart up the cramped aisle: I’ll take…
Make your product invisible
Like electricity, the use of a dataphone has almost become that predictable, consistent, expected. When you want to make a…
@WaltDisneyWorld: How My Mom Witnessed Customer Service Mastery
A stack full of pancakes… A heaping portion of hash browns… A delectable blueberry muffin that crumbles perfectly… Millions don’t…
The big question: How’s business going?
I make it a point to pose the following question to an unsuspecting waiter, hostess, cook, or ‘owner-looking’ person: How’s…
Sea World presents a charming day…with a catch
I am surrounded by Cookie Monster, Elmo and Bert, as they dance to a catchy tune about letters and numbers.…
Blackberry’s customer service misfortunes
With my flight hours away, and my departure gate in sight, I decided to move off the main pathway of…
@ Best Buy, it’s the stuff that brings them in….
Since when have we become so ‘accessorized’? Recently, I visited a Best Buy and expected to find wall after wall…
When’s the last time you talked with your customers?
Have you heard someone say?: “To have a friend, you need to be a friend.” Can this quote be repurposed…