Posted by: Mitch/Ralph on: December 5, 2009
I feel like Glen Beck. Well maybe not as infamous or well-known, but similar in a way. Glen has kept a phone on his desk waiting for a call from the White House to discuss something he suggested they were doing badly. No call so far.
On November 12th I posted on our blog about The [...]
Posted by: Mitch/Ralph on: August 20, 2009
Your have probably read about the delays in processing the checks back to the auto dealers in the cash for clunkers program. The dealers pay out the rebate money to the consumer when the consumer buys the new car under the program. Then the dealer borrows that money from their credit line until they receive it from the [...]
Posted by: Mitch/Ralph on: July 14, 2009
Many years ago in some of my speeches I told a story about a flight from JFK to Boston (the Pan Am Shuttle) that had landed in Hartford due to weather in Boston and been delayed four hours. The passengers were not allowed off the plane to get alternate transportation to Boston. A passenger complained [...]
Posted by: Mitch/Ralph on: June 15, 2009
As I have posted a few times in the last few weeks, I do not understand the logic behind reducing dealers and saving the car companies. I understand why the manufacturers might want to reduce the number of dealers, but I do not understand the use of cost savings as the justification. I have been [...]
Posted by: Mitch/Ralph on: May 5, 2009
I had an interesting experience yesterday that reminded me of how powerful caring about your customer is; how screwed up the State of California is, and how hard they make it for people to do business in the State (and then wonder why tax revenue is down).
I needed some documents notarized yesterday and could not [...]
Posted by: Mitch/Ralph on: March 3, 2009
The fastest way to cut customer complaints is to make it so hard or pointless to complain that they don’t bother. Research studies published several years ago suggested that only one person in 26 with a reason to complain would do so. Despite the expression “I would rather you complained to me than about me,” many [...]
Posted by: Mitch/Ralph on: February 4, 2009
We assume companies that advertise to create new customers want to make sure those new customers experience a product or service that is in keeping with the advertising so they become repeat and perhaps insistent (loyal) customers. Apparently Emirates Air thinks differently.
They have been running a deluge of ads in the San Francisco Bay Area over [...]
Posted by: Mitch/Ralph on: December 8, 2008
Ted Reed posted an article today on TheStreet.com about Southwest Airlines that misses the point. His article, The Mainstreaming of Southwest Airlines, suggests that Southwest is becoming like all the other airlines because they are now going to serve Minneapolis and LaGuardia. He makes the statement that Southwest distinguished itself for years by avoiding such [...]
