I used to love it when the phone would ring. It meant a change of pace and the chance to interact with someone. Or at least it used to. Now, more often than not, it means frustration or anger or both. No, the bill collectors aren’t on my case. Those calls might be an upgrade from the ones I do get. I don’t have an ex-wife so it’s not that either. No, these calls always begin the same way – “may I speak to the manager please.” Continue reading
Tag Archives: advice
What’s Your Name?
It’s important what we call stuff. Anyone who has tried to name a product or a company knows how critical that decision can be. What if “New Coke” had been called something else and had become a brand extension rather than a point of comparison? Political groups get this too. “Right To Life” sounds more positive than does “anti-abortion”. Continue reading
Filed under Helpful Hints, Reality checks
People @ Work
- Image by tuexperto_com5 via Flickr
We used to talk a lot about how to provide excellent customer service. When you’re running a business and you are processing, say, 250,000 transactions, you’re still going to have 25 unhappy people if you operate at a 99.99% satisfaction rate. To that person, they don’t care that you got the other hundreds of thousands of transactions right – you have a failure rate of 100% as far as they are concerned. Continue reading
Filed under Uncategorized
Consult Keith 