Key Industries
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Recent Tips and Posts
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Don’t Turn the Customer into the QA Department – 6/10/25
Roberta received a form with information filled in by the company after her conversation with the account rep. Roberta just needed to review the information, fill in some of the blanks, sign it, and resend it in order to set up a new account. She noticed that the effective date was listed on 2 different […]
Imitate to Improve – 6/3/25
Oscar Wilde said that “Imitation is the sincerest form of flattery.” Now this doesn’t mean that plagiarism is the sincerest form of flattery. Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate. Wilde’s statement essentially means that it’s […]
How the Customer Perceives a Truth as a Lie – 5/27/25
You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.” You’re thinking: “Great! I can get the refund check as early as a week from today!” The reality is that the company means that they’ll mail the check 7-10 business days […]
