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If you focus on your hotel guest instead of your image, you’ll be happier and...
I would have stayed in the hotel longer -- except did you see the napkins?
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Republic Windows Labor Union Sit In, Bank of America, and the opportunity for...
How much positive publicity could Bank of America have received from doing "the good thing" as opposed to the tsunami of bad publicity they're getting now?
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I Told You So
I am taking personal responsibility for the Republic Windows, Bank of America, Labor Sit-In Resolution. (OK, not really, but I’d like to think it was because of me.) In an earlier post, I wrote about...
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Under-Promise, Over-Deliver, a Lesson from the Airlines
It's a simple idea really. You make an agreement with your customers -- and then, here's the cool part -- you not only keep it, but your exceed it! Wow! What a cool idea!
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Sales Leads — It’s All About Staying in Touch
The more people who know, the better for you and for your client. Who knows how the word will spread? You can't give up after one try. Well, you can -- but you won't get anything from it either.
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OOPS! Marketing Error on Behalf of Luggage Company
No one cares about what your product or service. They care about how it will make their life easier. As good as suitcase number one was, it failed in one major point: convenience. If I have to...
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Pet Peeve: Charging for water?!
OK, I really get it, I understand that companies have to make a profit, and I know that the movie industry is having some tough times. But, really, charging me 25 cents to get a cup of water?! I mean,...
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Free Airline Class Upgrade – Yeah, right!
Don't try to B.S. your customers! Period. End of story. To be honest, I would have been so much happier if I never got the certificate that I cannot use, rather than getting one that makes me leap...
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More Woes for United Airlines
Fellow NSA member and speaker, Don Cooper “The Sales Heretic,” has a great post about the high cost of poor customer service. In his piece, he documents the real life story of how a member of the Sons...
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