Creating memories … the Holy Grail of customer service

Fourteen years ago, my daughter Alex was seven years old and in 2nd grade. One day she had an after school activity. She was supposed to call me on the pay phone at the school when she wanted to be picked up. Alex brought seventy-five cents with her, three quarters. At thirty-five cents a call, we … Continue reading Creating memories … the Holy Grail of customer service

No … it’s our fault!

Back a year and half ago, Fargo, North Dakota (my home state) was going through a potentially devastating flood.  Associated Press reported a story about Fargo's mayor,  Dennis Walaker - the hero of the Fargo flood.  Here's an excerpt from the story: "When an 8-year-old girl died after the car she was riding in spun out … Continue reading No … it’s our fault!

Are you talking Swahili to a Frenchman?

Updated July 5, 2013: This post was written three years ago, but it seems especially appropriate right now. In the last few days we've seen the successful coup by the military in Egypt. The military with the help and overwhelming support of the youth, the Millennials - ousted former Egyptian President Morsi in non-violently, in … Continue reading Are you talking Swahili to a Frenchman?

How to run a business in a recession … or not!

A couple of weeks ago, I was talking to my friend Jim Albany in Denver.  He mentioned he had taken his fourteen year old son and his scout troop camping in the mountains.  Now, we're talking about camping in a tent at 7000 feet in Colorado in January. Wow!  Now I've camped a lot - … Continue reading How to run a business in a recession … or not!

What does customer service mean to you?

All firms think they are "into customer service."  They're customer oriented, customer centric or in the words of Pizza Hut, "customer maniacs." But are they willing to prove it? Nineteen years ago, right after the birth of my daughter, my wife and I had an encounter with a new Acura dealership in Pasadena.  Three years … Continue reading What does customer service mean to you?