Tag: customer relationship
How to Try to Get What You Want from IT
Whichever software platforms and development methods an organization relies on, the features and functionality that users want aren’t always available. As the Rolling Stones song goes, “if you try sometimes, well, you might find /... Continue reading
Nice Service If You Can Get It
On Thanksgiving morning a few years ago, at the Hampton Inn in South Kingstown, RI, my teenage daughter dropped an earring into the sink drain. I consulted with the extremely pleasant young woman at the... Continue reading
3 Disruptive Reasons That You Might Need to Fire a Customer
When a business has to fight for every sale, the idea of intentionally turning customers away seems like sacrilege. In fact, taking advantage of customers is such a common societal trope that there’s a plethora... Continue reading
How Service Apologies Backfire
If an apology is observably insincere, what’s the point? Politicians, celebrities, and athletes are often taken to task for pro forma or grudging apologies that don’t express true remorse, take responsibility, show recognition of the... Continue reading
Want to Give Good Service? You Need to Stay a Step Ahead
On Sunday morning, Daughter and I went to a local diner where the food is always good, but the service is often iffy. Our waitress had been somewhat unhelpful in the past, so I studied... Continue reading
Don’t You Want the Benefit of the Benefit of the Doubt?
I hate to be in default or in the wrong, or to create a problem for someone. So I was quite distressed when I was scolded by a client’s administrator -- not someone I usually... Continue readingHow Customer Service Can Neglect Customer Care
When it comes to customer experience, the height of efficiency can take you to a low of satisfaction. Here are two recent personal observations: the first from a small, local eatery during the recent, challenging... Continue reading
This Is How Service Efficiency Wins Out Over Customer Comfort
Efficiency and comfort can sometimes be at odds. This divergence is often exacerbated by new technology, particularly in the service industry. Combine the drive for efficiency with technology and customers’ feelings about service providers --... Continue reading