The Third Time (Almost the Fourth) Was the Charm at Starbucks — Training…
When I was at KaiNexicon last week, our hotel in Austin had a Starbucks in the lobby. I'm a pretty regular…
Browsing Tag
Customer Service
Don’t Lie to Your Customer About Scores or Seats (or Anything)
Back in 2014, I wrote a blog post about being annoyed by companies pressuring you to give good customer service…
Using a Checklist is Better Than Reprimanding Someone and Saying…
I bet the company that services my pool was surprised that I had a checklist-related process improvement suggestion…
Automakers & Car Dealers Should Survey Customers Who DON’T Buy and…
The world (especially the world wide web) is full of surveys. Tell us how we're doing! Your satisfaction is…
Are You Really Listening to Your Customer or Just Going Through the Motions?
Mark's note: Today's guest post is by Rodrigo Bernal, with the first post on this site contributed from Mexico.…
When Begging for Customer Service Scores Hurts Customer Service
I complain a lot about bad service, but I'm all for recognizing outstanding customer service. I go out of my…