I was raised in a family of shoppers. Every Saturday, at 9:45 AM, my mother, grandmother and great aunt would pile into the car and go shopping, arriving at the door of their target location just moments shy of its 10:00 opening. They were bargain shoppers, and excellent ones at that. I [...]
Clarifying Complex Ideas
Tag Archive: customer service
FedEx: Defeating Checked Bag Fees
I’ve already professed my love for FedEx, but this story is better yet.
In January, I flew back east for a combination business/family visit. I spent the first and last nights with family, so I again decided to test my bag-fee-aversion technique. I sent a densely-packed box in either direction, and each way cost [...]
Customer Service, or How Little Things Make Customers Happy
What’s that old adage? A happy customer will tell one person while an unhappy customer will tell 100? I’m going to do my best to blow the curve and share two positive customer service stories. It’s probably a sign of the state of customer service today that any customer service experience that makes [...]
How to Anger Loyal Customers (I Can Hear Steve Jobs Laughing At Me)
I’ve been in the market for an iPhone. Even prior to the iPhone 3G announcement, I had decided that I needed something like it to enable me to keep up with email and clients when I’m offsite at meetings for half a day. Unfortunately, I made this decision in the days prior to [...]
