You have all seen the news: American Airlines will begin charging $15 a bag for the first bag you check beginning June 15th. I am an executive platinum flyer with the airline (the top level) and this makes no sense at all. (BTW- they sent me an email yesterday saying that I would be […]
Payment schedules to pay my bills on time seem to be getting shorter. I received a bill the other day from MCI and it says that it it is due 21 days later. I always thought I had 30 days to pay this bill. After calling customer service and reading the fine print, I realized […]
Sometimes, I just have to rant. I was “shocked and awed” yesterday when I visited a local deli, Cold Comfort which had a sign on their menus that informed me their would be a 25 cent surcharge on all bagels and bread items due to their increase from their supplier. This must have something to […]
In writing my third book about that the only sustainable competitive advantage left in this world is customer service. I am pondering whether excellent customer service means giving the customer 110% or 200%. Can we afford to give 200%? Is it necessary as long as we meet or exceed the customers expectations? Will 110% do?
This past week, […]
I made made my every 3 year journey to getting a new computer this week- something I always approach with angst. Windows computers and networks are not stable by their nature and changing them scares me. However, my desktop had become so unusable in the last 6 months that it was time to upgrade. I really had […]
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 […]