The times of having quicky products, products that are for a lack of a better word “crap” are over. People won’t put up with bad products anymore. You’re probably thinking people use to? Yeah, I’ve meet many millionaires that sold horrible products. They realized that the tide changed and started making great products. If you’re ...…
Mike has an excellent post how to show your love to your client. Here’s #1. Check the link below for all 23. 1. Thank You Notes, Even When They “Don’t Deserve It” Show Your Customer Some Love: I write my clients thank you notes (snail mail ones) at random times; not just when they’ve bought ...…
An interesting point of view on the Christian Bale rant. Bale didn’t wait to see the dailies before getting upset. He knew that the scene was ruined and he wanted to fix it right then and there. He follows what I now call the “Christian Bale model;” the product itself is the goal, not the ...…
Yesterday I blogged about Virgin and why complaining customers are the best. Well, today Virgin offers the complaining customer a job. A Virgin Atlantic spokesman said that an offer has been extended to the complainant to select new meals to serve on the airline. “While we investigated his complaint seriously, and following Richard Branson’s phone ...…
Virgin has what some are calling the world’s best passenger complaint letter floating around. It’s been emailed around the world. Of course it is very embarrasing for Richard Branson and everyone at Virgin. They are know for excellent service, but the passenger has some valid points with pictures. I learn more and fix more from ...…
Don’t you hate it when people bullshit you. “We are having an availability issue”. Bullshit you are offline. Better answer is to say you are wrong. David at 37 Signals says: Service operators generally suck at saying they’re sorry. I should know, I’ve had to do it plenty of times and it’s always hard. There’s ...…
I blogged about Guy Kawasaki and Richard Branson last week. Guy got a foot massage from Richard to convince Guy to fly Virgin next time. This spurred Guy to a chapter of his book Reality Check The Art of Customer Service. Check out the 16 points Guy talks about. A great reality check. OPEN Forum ...…
Have you ever taken a business survey where you just wish it would end? I have. I think surveys should be really simple. Just a handful of questions. This article discussing how just the wording of a survey can throw off the results and the bottom line is really just one question. According to Dave, ...…
