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.Continue reading “Are you providing great customer disservice? – Part 1”

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 hasContinue reading “The 4 things I learned locking myself out of the house”

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 cryContinue reading “One of our container lids is missing”

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 thinkingContinue reading “When making things right can make them worse for your customer”