It Was The Fall of 2015

It was the Fall of 2015. I vividly recall that hot summer afternoon. We were sitting in the den. I’d just walked into the cool air-conditioned room and felt the perspiration begin to…

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Do Customers Make You Sick?

A few years ago I worked at a resort in a department that resolved customer complaints.  Every single work day, our phones rang off the hook or our email boxes…

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Is The Customer Always Right?

Interesting question isn’t it?  For years there has been this debate about if the customer is always right. The answer is no.  The customer is not always right.  They are…

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Can You Believe This Happened?

Customers are already frustrated when they either call your organization or visit your organization to complain about a product or service they purchased.  It’s happened to me before.  I made…

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Has This Ever Happened To You?

A few months back, I had the most unpleasant travel experience of my life. I needed to return home a day earlier than initially booked and so I purchased a…

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May I Take Your Order Please?

Recently I read a Facebook post and the discussion beneath it regarding a customer who decided not to utilize a speedy system policy by placing their fast food order with…

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Can You Really Leave It To Chance?

Just the other day, my colleagues and I were discussing the value organizations place on the new employee orientation process and on providing consistent customer service training.  I’m sure you’ve…

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One Bad Apple Spoils The Bunch

Mark Murphy in his interview with Dan Schawbel, contributing writing for Forbes, said that “When our research tracked 20,000 new hires, 46% of them failed within 18 months.  But even…

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