Fat bill at Fatburger
Have you met anyone who enjoys being nickel-and-dimed? Do you know anyone who embraces unexpected add-on charges? Of course not. That’s because these business practices
April 28, 2010
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Buyer’s remorse and loyalty don’t mix
I can think of a lot of feelings you’d like your customers to have following a purchase. Remorse isn’t one of them. Buyer’s remorse is
April 23, 2010
Why the nonessential is vital
Recently, I had an epiphany. It occurred to me that the most important aspects of my job (and likely yours) are nonessential. Think about it.
February 23, 2010
Work vs. Play
Earlier this week, a friend of mine passed along a copy of Daniel Pink’s latest book, Drive. It was a pleasant surprise because, having read
January 20, 2010
Add value, not fees
According to this article, all major U.S. carriers, aside from Continental and Southwest, have added a $10 surcharge to most of their fares for travel
September 29, 2009
What’s in a name?
Earlier this month, I stopped by Hooters for lunch. During my hour-long visit, my table was “touched” by three separate Hooters Girls (my server, Felicia,
September 27, 2009
How a bottle of Geritol, delivering a package in the snow, and walking a dog, resulted in customers for life!
Below are three true stories that illustrate the memorable customer service behavior: deliver service heroics. In order for us to have a common understanding of
August 26, 2009
Turning customers into promoters
Our clothes dryer stopped working late last week and the part I ordered from GE was not scheduled to arrive until Monday. Having four kids,
August 10, 2009
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
