Tag Archives: Customer service

Fred Harvey

Cover of "Appetite for America: How Visio...

Cover via Amazon

Long before there was McDonald’s or Starbucks, there was Fred Harvey. You probably have no clue who he was but he’s more of an influence on your life than you might appreciate. More importantly, he put forth a bunch of business lessons that hold true today, more than 100 years after he taught them.
There’s a great book which tells his story called Appetite for America: Fred Harvey and the Business of Civilizing the Wild West–One Meal at a Time that I’d encourage each of you to enjoy.  But I want to take a minute and relate a couple of key things today.

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That Smell

Tandoori Chicken, Mumbai

Image via Wikipedia

The Mrs. and I went out for dinner the other night and since it’s Foodie Friday I thought that could serve as our food-related jumping off point.  It was an Indian restaurant, the latest branch of an excellent group.  We’ve eaten in two of their other places in nearby towns and were kind of excited to try something only a few minutes’ drive away.

The food was excellent – generous portions that were well prepared.  The service was good as well so you’re not going to get another customer service rant today.  However, we probably won’t be eating there again and the reason why is instructive. Continue reading

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Rope-A-Dope Marketing Won’t Work

I’m sure there are more than a few of you out there who remember the “Rumble In The Jungle” in which Muhammad Ali knocked out George Foreman.  It was one of the great matches and there’s a fantastic documentary about it you should watch if you want to see The Greatest in his last great bout (and at the peak of his promotional abilities!).

It was in this fight that Ali introduced the Rope-a-Dope –  strategy in which you hang on the ropes and let the opponent punch himself out so you can fight back to decreased resistance.  Of course, there’s a good chance you’ll make a defensive mistake and get knocked out yourself before that happens, so it’s highly risky.  Naturally, this was the first thing that came to mind the other day when I saw the results of a new marketing research study. Continue reading

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