Tag Archives | Customer Service

Black and White Television

I am old enough to remem­ber watch­ing a black and white tele­vi­sion as a kid. No, I am not talk­ing about black and white movies on a color tele­vi­sion, I am refer­ring to a tele­vi­sion with no color. When I grew up, color tele­vi­sion was not ground­break­ing, but it was still an upgrade from the […]

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Time Change

First — the time change is stu­pid. Can’t we just move it 1/2 hour and stop the mad­ness? And now… the rest of the story. The time change in Spring gen­er­ally makes every­one really tired for a few days — par­tic­u­larly those of us who have to wake up early. It typ­i­cally takes me about three […]

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The Front Line

After the Super­bowl I spent an hour watch­ing the new CBS pro­gram Under­cover Boss.  The show fea­tured the CEO of the com­pany Waste Man­age­ment pos­ing as a new hire for the com­pany in numer­ous front line ser­vice jobs.  He picked up lit­ter on a hill­side, helped man­age traf­fic at a land­fill, cleaned portable toi­lets, and […]

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Knock, Knock, Knock!

When you hear that bang on the door of life, it is impor­tant to check it out. Sure there are a fair share of times when you pull the door open to find nobody on the porch, but every now and again some­thing spe­cial is wait­ing on the other side of the door. Why am […]

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Snow Job

I heard a great story by Jeff Brady on NPR while on the way home yes­ter­day.  It was about the work of two researchers from Dart­mouth who found it odd that ski resorts seemed to report more snow­fall than sur­round­ing areas and and steeper increases in snow amounts on week­ends.  They also found that resorts […]

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Dead Cat Marketing

Sup­pose your busi­ness sells some­thing to a cus­tomer.  Fol­low­ing the sale, you gather no infor­ma­tion about them.  Instead you send the cus­tomer out the door and off into the uni­verse, hop­ing they will come back again some­day.  In the time that fol­lows, you make no direct or indi­rect attempt to deter­mine if the cus­tomer is […]

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Trick or Treat

With Hal­loween just one day away, Trick or Treat is def­i­nitely on the brain.  So in the spirit of the sea­son ask your­self this ques­tion.  Metaphor­i­cally speak­ing, what are you giv­ing your cus­tomers these days? Tricks or Treats?  If you are offer­ing treats, are they like those old, stale, home-made pop­corn balls or are they […]

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