Tag: customer service
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
Do You Share This Bad Communication Habit?
I’ve got a bad habit in some of my interactions. It breaks my own rules about showing respect, recognizing that I don’t know everything, and giving people full control over their own choices. I was... 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
From Urgent Care to Important Care: Design Considerations
Last Friday, I went to the new Northwell Urgent Care two blocks from my office. (I’m fine now.) It was a well-designed customer experience, and so different from the typical medical office intake, that it’s... Continue reading
Which Kind of Helper Would You Rather Be?
One day last week, in New York City for meetings, I was waiting in line at a subway MetroCard machine, and noticed that the woman behind me was practically vibrating with anger and frustration. Technically,... Continue reading
How to Improve Complex Customer-Supplier Relationships
Have you experienced the stress of a complex, high-ticket customer-supplier relationship going awry? The problem often occurs when there’s a mismatch between the customer’s expectations and what the supplier has available and can actually deliver... 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
The Value of Complaining
If the correct thing to do isn’t obvious or easy enough, we usually do whatever seems best at that moment, even if it violates norms. When norms are violated multiple times, though, they generate a... Continue reading