Tag: complaint
Why You Need to Tell Your Employees the Real Story
“They never tell us anything. We’re always the last to know.” So many employees feel this way so much of the time. They see something that they don’t understand, something that doesn’t fit with what... Continue reading
Are You a Creative? Or a Critic?
It’s so much easier to critique what you can see than it is to conceptualize something that doesn’t exist yet. Michelangelo said, “Every block of stone has a statue inside it, and it is the... Continue reading
Customer in a Bind: The Broadway Box
If you’ve been reading my posts about service, then you know that I bestow both compliments and critiques and that I typically name the recipients of praise and keep the pans anonymous. (You can check... Continue reading
How to Avoid the Mortal Combat of Personal Criticism
It’s normal to be “conflict-averse.” Most of us tend to try to avoid creating bad feelings among people. We shy away from anything that seems like a secret, can’t be helped, or isn’t worth getting... Continue reading
5 Steps for Helping Irate Customers Keep Their Cool
Even when customers are irate, companies have another chance to make things right. Irate customers are asking for the relationship to be salvaged -- if they didn’t still want something from the company they’d just... Continue reading
An Example of Successful Service Recovery: A Real Apology
Sister had taken on the responsibility of ordering a big basket of goodies from Zingerman’s, the famous Ann Arbor deli and emporium, as part of the confab and celebration of Parents’ anniversary. Unfortunately, the shipment... Continue reading