by Alan | Aug 27, 2006 | Communication skills, Customer Service, Delivery, Efficiency, Leadership
Was helping some members of a large organization whose higher echelons call the shots pretty exclusively. One area manager remarked that other than some blanket directions, specific responses from the CEO were not a possibility, so his area had to assume, act, and...
by Alan | Aug 13, 2006 | Communication skills, Content, Customer Service, Leadership
Had a friend relate a customer service story I thought appropos.Seems his airline (who shall remain nameless, but let’s just say that bankruptcy filings are not too far in their past history) lost his bags, left them on the ramp, they got rained on, ruined all...
by Alan | Jul 15, 2006 | Communication skills, Customer Service, Flying
Got a flyer/magazine/catalog today. One of those vendor rags that’s made to look like a magazine tailored to something I love (flying). I don’t know how I got on the maillst, and because it’s a topic I care about, I’m only partially miffed...
by Alan | Jun 22, 2006 | Business, Customer Service, Efficiency
I just finished up a boatload of notes and evaluations I took on some speakers that I observed a few weeks ago. Personal responsibilities, a hurricane, and The Hurricanes (!) delayed finishing up the write-up.While I suppose I was not surprised, it was difficult to...
by Alan | Jun 5, 2006 | Customer Service, Sales
Went in to a major home improvement NASCAR sponsor store over the weekend to purchase some plywood. I needed a 4’x8′ piece ripped to two 2×8 pieces. Usually this is a service provided for free. At Store #1, I inquired and was told the saw was...
by Alan | Jun 5, 2006 | Communication skills, Customer Service, Delivery, Leadership, Sales
I’ve never been much for political correctness, and it has nothing to do with politics. I’d just rather say things the way they are rather than euphemize (is that a word?) and try not to offend. Of course, I grew up in the day when we kept score in...
