Here is a transcript from last month’s discussion with my mobile phone service provider, who shall remain nameless. Me: “So… you just stopped sending me invoices by mail?” Them: Exactly, your invoice is available on the Internet, which you chose. Me: Really? -When did I choose this? Them: This was a note on your invoice [...]
Managing expectations: what I learned as a customer
Gavin Wilkie said it best when he explained to me, years ago, that there are three elements that make up customer service; Speed Price Service “No matter how you go about it, Bernard, you will always get two of those, at the expense of the third one.” Mix-and-match all you like, Gavin was right. Anyone who [...]
Ten Tiny Things Every Small Business Owner Should Do in 2009
Guy Kawasaki occasionally takes the words right out of my mouth. Actually, he just made an extremely valuable checklist for any business with an online presence – the Ten Tiny Things Every Small Business Owner Should Do in 2009 The best way to improve your customer service is to experience the frustrations of your current [...]