Tag: customer relationship
How to Make a Small Tweak in Communication for a Surprisingly Big Change
When I interviewed a group of highly experienced technical employees at a client company last week, one of the things I asked them was what consistently made them nuts on the job. They told me... Continue reading
8 Simple Questions Help You See What’s Ahead for Your Business
The other day, when I ran into a mid-level manager I know, he told me that the technical services firm he works for has been acquired twice in the last few years. We talked about... Continue reading
What Can You Do When a Customer Explodes?
I just watched a customer take offense in a situation where no one was actually in the wrong. She reached into an awkward -- although salvageable -- circumstance, and pulled out a negative experience for... Continue reading
Your Complaint Was Refused? No Surprise, They Don’t Care
If an employee ever says the equivalent of, “Please don’t tell me about your problem; I really don’t want to know,” you can be sure that the organization has bigger problems than the one you... Continue reading
3 Practical Ways to Prevent United Airlines-Style Damage
Oscar Munoz, the CEO of United Airlines, recently ran a public letter of apology as an ad in several major newspapers. A much more detailed, self-abasing version of the apology was sent as an email... Continue reading
Is It Time to Shake Up Shake Shack?
How does the chain break in chain service? Danny Meyer would not be happy with this story. The famed New York City restaurateur and Shake Shack founder has explained that his business strategy is “built... Continue reading
Please Stop Sending Me Annoying Emails Like These!
I’m used to receiving prospecting emails from companies that claim they’ll lift response rates, help me be more productive, and provide other kinds of help to a small business like mine. But sometimes I so... Continue reading
Marketer, Do You Know Your Target?
From the Annoying Sales and Marketing File: A sales rep emailed me and, in an overfamiliar, cheeky tone, implied that I was in default for not responding to an earlier message. This, despite the fact... Continue reading