Just Because You Can Survey . . .
I took five flights last week. I also received five “how did we do survey” requests. Two weeks ago, I […]
Blog, Burnout, Overcoming Overwhelm
customer service
Blog, Critical Thinking, Customer Care, Decision Making, Decision making process
How to Lose a Customer Over $17
A few weeks ago, I went to a local home center to purchase a hose for the backyard. I didn’t
Blog, Decision Making
Five Proven Ways to Sharpen Customer Service Decision-Making
When was the last time you heard the sentence, “Let me ask my manager?” It might have been on the
Blog, Critical Thinking, Decision Making
The Inextricable Link Between Pride and Outcome
Back in the 1970s, the leadership of railway equipment manufacturer, Budd Company, invited a select group of their assemblers to
Blog, Decision making process
Make Sure Your Systems and Service People are on the Same Page
The internet in our home died earlier this week. After cycling the modem a couple of times, I called the
Blog, Decision Making, Decision making process
The Cowardice of “My Hands are Tied”
On December 23rd of last year, a young man attempted to make a withdrawal from his bank, hoping the $1000
Blog, Decision Making, Decision making process
Empathy and Smart Decision Making
Like most people, I have become wary of the customer service in most establishments these days. Maybe it’s because of
Blog, Critical Thinking
Customer Utensils? It’s Not on the Checklist
I frequent a particular fast-food chain because I like their salads. But I’ve noticed a little detail that can be
Decision Making, Decision making process
Are You Industrializing the Coffee Cake?
One of my small indulgences is the coffee cake at Starbucks. I’ve always loved digging into it with a fork
Blog, Decision Making
Secret Shop Yourself
I was waiting for a flight at the Omaha airport. A roast beef sandwich might hit the spot. I walked