Posts Tagged ‘service’

Lessons Learned – #5

Tuesday, December 27th, 2011

What’s the fifth most important lesson I learned this year? Father Time – For a service project leading up to his confirmation, my son decided we would spend a day working with Habitat for Humanity. A June day. In Houston. During the hottest summer on record. Our eight-person team painted the entire outside of a […]

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Lessons Learned – #10

Thursday, December 22nd, 2011

Each year the last issue of our e-newsletter focuses on some of my lessons learned. May you find inspiration among the Top 10 things that touched me during 2011. Dropped Call – One of my clients is a service center manager for the large wireless company that until yesterday looked like it would be combining […]

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Inconsistent Behavior

Thursday, July 21st, 2011

During a recent business trip the airplane scheduled for our outbound flight was delayed by bad weather. After arriving at the airport 90 minutes before our 8:30 a.m. departure, we suddenly had two additional hours on our hands. The five of us decided to relax and enjoy a sit-down breakfast at one of the franchise […]

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Lessons Learned – #8

Friday, December 24th, 2010

Here’s the eighth most important lesson I learned during 2010: Service Check – One of my clients received payment with an accompanying letter that expressed how upset the customer was about the unusually poor service on that order. My client immediately wrote back to apologize, included the check, and ended his note with, “Send us […]

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Unpleasant Experience

Friday, October 29th, 2010

Customer service is one of the ‘givens’ companies have to deliver well… especially when folks come to them with problems. Disney uses the word ‘recovery.’ I prefer, ‘We pay you money, so fix it.’ A problem is the reason I called the phone company this morning, needing to find out how to change the fact […]

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