This is a follow-up to yesterday’s post on high-touch. 30 years ago, United Airlines put out a commercial which conveys what I said more succinctly (no shock there) and clearly. 
As you watch the commercial, which I’ve embedded below, I think all you need to do is change the words “phone call” and “fax” to “text” and “email” and you could run the spot today. The fact that the commercial has stayed with me for 30 years is testament to the message. Continue reading
Tag Archives: Customer service
An Insightful Minute
Filed under Consulting, Helpful Hints
Asking The Right Way
I’ve been at this blogging thing going on three years now. I know – you’d think I’d run out of things to say but there are an awful lot of random thoughts bouncing around my head. Besides, lots of folks are really helpful about suggesting topics when I feel as if I’m running out of ideas (and you should feel free to do so).
Hopefully because I’m interesting but maybe because I’ve been at it a while, some of the folks suggesting topics are paid to do so. That’s right – PR folks who want me to write about a book their client has written or some great new product they’ve released. I got three of these yesterday (a typical day) and what was great is that one of them actually asked the right way. Continue reading
Filed under digital media, Helpful Hints
The Thanksgiving Menu’s Business Tip
Happy Cooking Day! What? You’re waiting until tomorrow to get going? Well, maybe you’re better organized than I am. Today, in between phone calls, emails, and project work, is spent baking the pies, turning the stock we made yesterday into gravy, prepping vegetables, making the appetizers, and many other little things so that we can get tomorrow’s feast in front of everyone all at once and on time. Those of you with frozen turkeys should have them thawing (maybe in your bathtub if space is an issue?).
The menu we offer this year is the same as last year’s and most prior years. Frankly, I find it kind of boring to make. But therein lies the business lesson. Continue reading
Filed under Helpful Hints
Consult Keith 