Honestly, I never thought I’d be writing a positive customer service story about a cable company in my lifetime. Cable companies, in my mind, have always been grouped together with poor service heavyweights like the postal service, IRS, and DMV. My Twitter conversation last month with @ComcastBill changed all that.
Last month, I presented a customer service message to a group of managers from Townhouse Inns of Montana, a division of Town Pump, Inc. During my work with them I learned that the company founder, Tom Kenneally, Sr., began the company in Butte, Montana as a single full service gas
Last month while I was awaiting a flight at the Dane County Regional Airport in Madison, Wisconsin, I received a phone call from Lisa, an account executive with FedEx. Lisa was calling me to check on my newly established corporate account and see whether or not I had any questions
There is a restaurant in my neighborhood named Wine Experience Café & World Cellar. This restaurant is unique in that two-thirds of the space is used as a bar area and dining room and the other third is used as a liquor and wine store. The owner, Eldon Larson, had
Last week, I worked with the general manager of a Hampton Inn hotel who shared this story: Shannon, a front desk agent, had recently joked with a repeat guest (with whom she had a nice rapport) about aging. The guest was a bit self-deprecating about his own age and referred
Here’s a story I came across on-line. The author, Jack Bastide, gave me permission to include it on my blog as an example of how expressing genuine interest in customers translates into increased customer satisfaction and—ultimately—sales! “About 3 years ago we bought two Jeeps. A Grand Cherokee for myself and
For my 40th birthday, my wife and I traveled to Las Vegas where we met up with several other couples to hang out by the pool, see a show, and play a little Blackjack. My wife had made reservations at Caesars Palace which, ironically, was also celebrating its 40th year
Earlier today I stopped by my local Safeway supermarket. I was picking up the necessary ingredients to make a pretty unoriginal meal: spaghetti and meat sauce. Deciding it might be interesting to surprise my family with a unique twist on a common meal—in our household anyway—I looked at the seasoning
This is a true story: Last Tuesday, December 30th, I stopped by a local liquor store to pick up a bottle of champagne to celebrate the New Year. I typically buy a bottle of champagne only once or twice a year and it’s usually the same brand: Moet & Chandon
The Revelation Conversation is Here!
