Have you ever been treated unfairly? Remember when you were a kid and you played games with your brother or sister and it seemed they were making up rules all along the way? It always seemed the rules worked in their favor. Hum, funny how that worked. Anyway, have you ever felt that way when … Continue reading No Fine Print
Author: Neal Woodson
Let the Customer Speak
I hate calling help desks. No offense to anyone who works in one of those places, but I always feel like a puppet on a string. I find this really frustrating as a customer. It wasn’t too long ago that I had to get something sorted with my computer and I called my internet provider’s … Continue reading Let the Customer Speak
Why follow up?
I recently made a purchase of an item on the internet; however, after pressing the purchase button, things did not go well. Even though the verbiage on the site said I would get an email confirming the purchase, it didn’t happen for about 24 hours. From there the wait began because I never heard another … Continue reading Why follow up?
Turning Indifference Around
Have you ever been in a store or a restaurant where you felt you were just not very important? Have you ever felt like walking out to show them that their opinion of you just doesn’t matter? One of the biggest problems I have seen as far as how some businesses deliver service is in … Continue reading Turning Indifference Around
Open the Door
What is the power of welcome? Think about it, how does it feel to be welcomed when you go somewhere where you really don’t know anybody? I know I get nervous whenever I am going somewhere new and don’t know anyone. Believe it or not, this nervousness is present whenever we do business with someone. … Continue reading Open the Door
Thanks Kate
It was a rainy day in New York. My wife, some friends, and I were looking for some respite from the downpour and we decided to step into Tiffany’s in the Village. Now we knew we could not afford anything in the store but thought it would be fun to look around, besides, I love … Continue reading Thanks Kate
Listening
One of the biggest problems people say they have is communication. What exactly is the problem? Humans are blessed with a brain that allows for some of the most complex communication possible in the animal kingdom yet it seems to be one of our biggest challenges. Think about how many interactions you have where you … Continue reading Listening
Details, details…
Details, details, it’s all in the details. I’ve heard that so many times in my life but it is never clearer than when we are dealing with customers. Over and over, I have experienced times where a little more attention to detail would have made an experience better. Example: I was golfing recently and found … Continue reading Details, details…
Change the World…Sure
I fly a lot and see a fair number of nasty people, or at least they’re nasty when traveling. Although I can be a pretty big jerk as far as airlines are concerned (mostly because I see them largely as tools of the devil), I try to be as nice as possible even when I’m … Continue reading Change the World…Sure
How Can I Be Nice?
“How can I be nice when people are so nasty?” How often have you heard an employee say this or something like this? It would seem this is one of the biggest challenges to managers trying to influence their people to deliver courtesy and kindness. How do you get people to be nice when they’re … Continue reading How Can I Be Nice?
Neal Woodson 