An American Tradition . . . and other Customer Tales

An American Tradition . . . and other Customer Tales

Oct 29

Baseball season is over again and I remember when I was much younger thinking about how near it was to Halloween, Thanksgiving and Christmas. The end of the season also reminds me of my heroes and some baseball legends. Babe Ruth, Joe DiMaggio, Mickey Mantle, Whitey Ford, Roger Maris, Ted Williams, and countless others. But for some strange reason this year, the very popular Simon & Garfunkel...

Never Say These to a Customer

Never Say These to a Customer

Jul 08

1.  “That’s our policy.”   This is an incredibly self-destructive phrase when an employee is done talking and wants the customer to stop bothering him or her.  Many customers equate this to “Buzz off!”, and will never buy from you again.  Even worse, they’ll tell at least 25 people about it. 2.  “There’s nothing I can do.”   Rarely is this the case.  There’s always...

Toxic Customer Service

Toxic Customer Service

Aug 12

You may recall I’ve written about toxic managers or leaders, but recent personal experience and stories I’ve heard compelled me to look into the increasing polarization of customer service behaviors. My good friend Dan, related a tale about buying some expensive technology products online from a leading retailer and when he arrived at their local ‘bricks and mortar’ store, he was denied...