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. […]

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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 […]

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