Don’t break your brand promise
Many companies have brand promises that look good in ads, and emblazoned on websites, banners and buttons, but often these promises have little credibility among
August 3, 2015
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Service quality is high at Lowe’s
On Monday of this week I attempted to return a Price Pfister kitchen faucet purchased last year to Lowe’s Home Improvement store. The cashier, Karen,
December 7, 2012
Poor service is our policy
This post is the third in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe
October 4, 2011
Power to the people
It’s a shame when service-based organizations use safety, liability, and policy as justification for delivering average customer service. “Your safety is our highest priority” is
June 6, 2010
Does your customer feel like a guest or a nuisance?
Many companies use terms like “guest” and “partner” to convey the intimacy they have with their customers but the reality is that most employees, when
May 18, 2010
Compete FOR customers, not AGAINST them
Have you ever sensed an adversarial, “us vs. them” mentality from employees of service organizations? Perhaps you were on the receiving end of what you
January 1, 2010
Customer-unfriendly policies
I recently stayed at a full-service hotel in Scottsdale, AZ that offered a nice workout facility with treadmills and stationary bikes that faced a set
June 15, 2009
I scream, you scream, we all scream for service!
Last night, my family and I visited one of those ice cream parlors that use a heated stone to meld together savory concoctions of an
May 7, 2009
