Category Archives: Uncategorized

The Customer is Not Always Right I’ve written about this many times. In the September 2006 issue of Fast Company, Danny Meyer, the famous New York City restaurateur, was interviewed. Fast Company asked Danny a very direct question, and his … Continue reading →

Deception In Advertising Can Cause Low Trust and Lost Business I just saw a television advertisement touting automaker Ford’s powertrain warranty as the best from a full-line automaker. It is now five years and 60,000 miles. Something bothered me. I … Continue reading →

Calling Customer Service: A Few Tips to Help Make That Call Less PainfulOne of the many frustrating moments in life is calling the customer service numbers to get help from businesses like credit card companies, banks, telephone companies, etc. I … Continue reading →

Customer Service: Rules Are Meant To Be… Bent Rules that involve customers are like walking on a circus high wire. You have to be very careful. You can lean to the left and to the right, and sometimes you have … Continue reading →

Mystery Shoppers Expand Into Education The AP reports (June 10, 2006) that the Department of Education is going to use a form of mystery shopping to help make the Honolulu public school facilities more “visitor-friendly.” Project Aloha, which is a … Continue reading →

The Customer Service Department Is King NFI Research indicates that customer service is the top department that business leaders say provides their companies with the most strategic competitive advantage. Just over half (53.3%) voted service as the number one department. … Continue reading →

Will Customer Service Enough Recently Dell has admitted that HP has making a run at Dell’s very strong place in the computer market. HP and other computer vendors have been slashing prices. Dell’s response has been to take them head … Continue reading →

Be the Brand Once a month or so I write an article that is published through my website. (If you don’t get it, it is free and you can subscribe at the website mentioned below.) This last month’s article was … Continue reading →

Going beyond customer service – Create a Great Customer Experience. Plaza Motors is the largest luxury car dealer in St. Louis, MO. They carry numerous high-end brands such as Mercedes, Lexus, Range Rover, Porsche, Cadillac and more. As great as … Continue reading →

Hold the Pickles, Hold the Lettuce… …Special orders don’t upset us. All we ask is that you let us serve it your way. This was the Burger King jingle from back in the 70’s. Today people want it their way. … Continue reading →