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.
A few years ago I left a book in my seat on a United Airlines flight. I’m sure it happens all the time and in most cases the books are never reunited with their owners because, let’s face it, they’re relatively cheap and easy to replace. I bet most passengers
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
Last Friday night, our family ate out at Ted’s Montana Grill. The menu was kid friendly as was our server, Jonathan, but what really got our attention was the individually packaged Wikki Stix www.wikkistix.com that were provided to each of our older children (ages 4, 5 & 8). Like most
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
Earlier today, I stopped by one of those cookie specialty stores to pick up an order of one dozen cookies that had been decorated as pineapples. (In case you’re wondering, the pineapple serves as a symbol of hospitality and warm welcome.) As I’m preparing to pay, the clerk said, “So
I met with a colleague this morning who shared a great story to underscore the importance of reinforcing trust with customers. Trust is a two-way street: customers have to trust the companies with whom they do business and companies have to trust the customers they serve. If customers don’t trust
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