Category: Customer focused

  • Are you providing great customer disservice? – Part 1

    Are you providing great customer disservice? – Part 1

    I experienced two customer service fails in the same week. Part 1 describes my odyssey with a well-known audio/video conferencing service that sounds like Kleenex. I needed to remove a long-discontinued phone number as the default callback number for this conferencing service. Whenever I joined a meeting, it would prompt to callback my old business number.…

  • The 4 things I learned locking myself out of the house

    The 4 things I learned locking myself out of the house

    Last week, I was preparing to participate in a webinar, one I paid to attend. Five minutes before the webinar, I decided to let my dog out onto the deck. Usually, we go out through the sliding door in the kitchen. That day, I opened the door from my office to the deck. It has…

  • Dog days of winter

    Dog days of winter

    Arctic temperatures and 18″ of snow do not invalidate my dog’s need to go for his walks. Both of us bundle up in coats, I’m wearing thermal underwear and wool sweaters (I know, TMI), I open the door, we look at each other, and Copper trudges out with me in tow. He’s my canine customer. I…

  • One of our container lids is missing

    One of our container lids is missing

    Lids and socks.  The bane of every household.  Like many families, we have a drawer in the kitchen where we keep the world’s supply of containers and lids. Rubbermaid, Hefty, and Glad figured out the marketing model for lost socks and applied it to their business.  They know that, inevitably, your average person will cry…

  • When making things right can make them worse for your customer

    When making things right can make them worse for your customer

    Like many other law-abiding Americans, I’m in the midst of completing my taxes.  In the last week, I received a corrected W-2 from a former employer.  It took me a minute to figure out what changed.  Everything was blank other than one check box for a Retirement plan. Because they were a former employer, I’m thinking “I…