Things go wrong and customer expectations are missed – sometimes significantly. What matters and what builds customers for life is how these misses are handled.
I’m a hardware kind of guy. Every weekend I spend time and significant money at McDaniels Do-it Center, one of my favorite businesses. McDaniel’s is
I ride a motorcycle and I think that in most cases planning where I will stop for the night constricts the options of a trip.
My expectations for service from telecom and computer companies are not high. I have been shocked recently by several circumstances that are changing my perspective.
Tom Sullivan, DVM, the animal eye specialist and his support team at Animal Eye Clinic in Seattle have earned the October lagniappe award of a
Dale Boedry is the produce man at my local grocery. I like to cook so I come in contact with him regularly. He runs a
There is not much that is more frightening than the diagnosis of brain tumor. The MRI showed the tumor on a Tuesday. It was successfully
Washington’s extreme 2009 winter cold froze and cracked a shower valve in the beach house causing a persistent water leak. It was old and when
Anticipation. A novel customer service concept. Service that doesn’t just react to a request but lives ahead of the request and anticipates how to best
Women buying shoes is a bigger deal than I fully understand. Clayton and Stephanie at the Seattle Fluevog store understand selling shoes. They understand buying