I haven’t eagerly anticipated reading a newly released business book in, well, ever. Until now. Seth Godin’s The Icarus Deception just showed up on my doorstep– early! The inspiring back cover text includes the following: … Read more
Do you get sales letters and emails asking you to buy a non-consumable product you’ve already bought from the same company? That’s because they’re not keeping track of their customers. Tracking involves little more than … Read more
I’ll bet you can’t count the times you’ve heard, “Your call may be recorded for quality and training purposes.” Why would any company lead a call with this statement? Leading with this statement is like … Read more
‘We don’t do this’ or ‘We don’t win bids on price’ and comments like this are disclaimers, and leading with them is a perfect way to instantly take yourself out of the running for new … Read more
I recently switched to bicycle commuting for everything from getting groceries to medical appointments to errands. I haven’t driven for a couple of weeks now. Carrying some things, like a watermelon or large loads for … Read more
In the twilight zone, my name is pronounced Hobkrik. Or maybe it’s Hobert. Could be Hopkins. The customer service rep isn’t sure just how to say it, but it isn’t important anyway, right? “Ok Mr. … Read more
On-hold entertainment has reached epically bad proportions. Like a disease inflicting poor taste on unsuspecting ears. Example: Call the doctor’s office, and you are treated to friendly sounding voices waxing poetic about every type of … Read more
I try to avoid having pet peeves because they aren’t very productive, but when it comes to raising the quality of service interactions I encounter with businesses, this is one pet peeve I indulge. It … Read more
Do you get emails from salespeople that start with, “I just wanted” followed by any sort of information about an offering that is nothing less than an advertisement? I get them all the time, often … Read more
The problem with big is it’s fat and unwieldy. It’s hard to move around, both inside and outside. When a company gets really big, it gets boring. That’s when people jump ship to go start … Read more
