When I was in Springfield, Illinois last week, I stayed at the fanciest hotel in town: The Crowne Plaza. When I checked in at 7:00 PM at night, there were 9 people in line with only one person at the desk to check us in. While Bill at the front desk did a great job trying […]
I know that upgrading to a new version of a company’s software is a major source of revenue. Put out a new release and usually 20-30% of the users upgrade. It is like printing money. But how do you get the other 70% to upgrade? Intuit, the makers of Quickbooks have now found a […]
I am starting to republish my first book from 2003, You Need To Be A Little Crazy: The Truth About Starting and Growing Your Business with Booksurge. As I was communicating with the sale rep, April during the selling process, I noticed her email signature said:
How’s My Driving?
Did this answer appropriately address your question(s)?
If Yes; […]
Crazy customer service takes many strange and interesting forms. If the Fairfield Inn that I was staying at last night near LA had great customer service, I would not have been standing on the desk in my hotel room at 1:00 in the morning.
Let me explain. I had gone to bed early since I had […]
Picture this scene: You’re in a borderline second/third-world country for three weeks on business. Your flight was delayed due to mechanical issues, so you missed your connecting flight, got rerouted and had a layover that increased the length of travel by fifteen hours. You arrive at your destination, go through 2.5 hours of passport control, […]
When I recently spoke at Capital One’s Slingshot event in Raleigh for business owners, I stayed where the event was: The Umstead. I was blown away by their customer service. I arrived early at 11:00 AM and of course my room was not ready. They said I could wait in the lounge. They […]