Have you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business has systemic, unresolved issues, problems and misunderstandings are exceptions. By definition, exceptions do not conform to the general rule. This makes them infrequent. That’s why
A blog reader recently shared this story: My family recently moved, but our kitchen was not completely finished. Making meals was difficult so we ordered take-out from a local New York Butcher Shoppe that offered a Wednesday meal special: basically $22 to feed a family of four to six, making
In 1997 I heard Dr. Chip Bell speak on the topic of customer service. My most vivid memory from his talk was a question he posed to 70 members of our management team: “How many of you,” he asked, “have worked here for 90 days or more?” Surveying the room
Over the past 15 months I’ve been on Twitter, I have contacted dozens of businesses for a variety of reasons. In some cases I’ve had feedback on a product or service. In other cases I was interested in buying a product or service. A majority of the time, however, I
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