Category Archives: customer service

Just do it…

Posted on May 16, 2012 by

Two object lessons in the last week from two transactions. On Thursday of last week I ordered a new battery for my laptop online from an eBay vendor. I paid an extra $20 for overnight delivery. Promised delivery was Saturday, … Continue reading →

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“Customer centric” is still mostly baloney

Posted on April 5, 2012 by

For all the talk of “putting the customer first” these days, many, if not most, companies really don’t. (Actually, the right priorities for any company are the ones delineated by Bill Hewlett- the founder of Hewlett and Packard.  They are: … Continue reading →

Posted in customer loyalty, customer satisfaction, customer service, retail, sales, Spending time with customers | Leave a comment

Wow … huh?

Posted on October 17, 2011 by

I left the lights on overnight in my rental car last week. Not too smart. Fortunately the Marriott Hotel where I was staying had jumper cables and a shuttle van to use to jump me, so I was up and … Continue reading →

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Does business suck now? Is it your fault?

Posted on September 14, 2011 by

I recently wrote about how actions have consequences, and that your present business prospects have much to do with your past actions or lack thereof.  In short: good times always end, and when they do it gets very hard for … Continue reading →

Posted in competitive advantage, customer service, recession | Leave a comment

Are you reaping the dismal results that you sowed a couple years earlier?

Posted on September 6, 2011 by

The story: Labor Day night I placed an online order with L.L. Bean (which went flawlessly).  The next morning I woke up and decided to change the size of the item I had ordered.  Calling into Bean, the person who … Continue reading →

Posted in competitive advantage, customer loyalty, customer satisfaction, customer service, process management, retail | Leave a comment

Jerry is amazing

Posted on June 9, 2011 by

I spent some extra time in the United terminal at the Denver Airport today. As I often do when I have the time in that terminal, I visited the Ben & Jerry’s shop upstairs. I had lots of time so the … Continue reading →

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Wow

Posted on February 3, 2011 by

Sometimes the airlines just blow me away … in a good way. I am in DC, got here last night, went to dinner with my Uncle and got a call from Continental Airlines to tell me that my flight today … Continue reading →

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Great customer service weekend

Posted on January 20, 2011 by

Last weekend was a great customer service weekend for me. I not only got great service, I saw a fantastic process in action. We’re doing a little remodeling upstairs in our house and are getting some new doors. I ordered … Continue reading →

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Who knew? Doing good by your customers is sometimes a winning strategy!

Posted on October 30, 2010 by

One strategy is almost any industry is to provide really superior customer service.  There’s almost always some segment of the available market that isn’t terribly price-sensitive and values excellent service.  This strategy doesn’t need to preclude other, low-cost strategies, although … Continue reading →

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