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: May 8, 2009
I witnessed something tonight that I wish was surprising or shocking. Unfortunately it wasn’t. I was sitting on my American Airlines flight from Dallas to New Orleans as they closed the cabin door a few minutes early. Nice, because that probably means we are leaving early. Suddenly a young lady jumps up and declares that [...]
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: January 20, 2009
I’m waiting for the rental car bus at O’Hare (ORD) tonight and I notice that lots of cars are stopping in the rental car pick up area to pick up passengers even though they really aren’t supposed to do that there as it clogs traffic when the rental car buses show up. Pretty soon I notice [...]
Posted by: Mitch/Ralph on: November 24, 2008
As a follow-up to my Sears post, I thought you might find it amusing and sad that three days after reporting Sears to the Better Business Bureau regarding the stackable washer and dryer, a Sears regional executive “reviewed the file” and decided they would replace the defective washer and dryer at no charge. Which they [...]
Posted by: Mitch/Ralph on: October 22, 2008
Mervyns, a California based retailer declared bankruptcy earlier this year and just announced that they were going to liquidate as they could not find a buyer or appropriate financing to continue. No doubt many will ascribe their demise to the credit crunch and recession. While the credit crunch may have been the final nail in [...]
Posted by: Mitch/Ralph on: July 29, 2008
I was reminded again today of the power of under-promising and over-delivering. Last Thursday I went to order new glasses since my current pair had been demolished and I had not had a new prescription in 3 years. I needed them asap and certainly with a week as I am leaving on a week long [...]
