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Joe Customer is complaining, and as I listen to Joe I realize that his story has some of the facts wrong. It was Tuesday, not Thursday. Mary was helping him, not Marie. This situation hasn’t happened to him “100 times.” He’s wrong, and I know he’s wrong, and – what’s more – I’m right! I’m […]

The same situation could happen to two different customers – it’s the delayed delivery, the unreturned phone call, the poor workmanship, or the indifferent employee encounter. With the customer named Dena, it’s not a big concern. She just wants to get it rectified quickly and move on; however, with the customer named Dana – it’s […]

The service and retention rep was getting quite a rep! Although Jessie had only been with this sports franchise for 10 months, she was continually getting unsolicited praises from her season ticket holders. They were e-mailing her boss, sending positive letters to other team executives, and sending her cards as thank you’s. And while all […]