And ain’t that the truth!
No matter your industry, no matter your plans, sometimes that Murphy guy gets the best of you. We’ve all been there. It’s just a matter of how you respond.
Goodwill gets a good workout when problems occur – it’s true in any business. (more…)
I saw a Nationwide Insurance commercial recently in which the visually impaired employee named Michael Piccerello expressed in 30 seconds a concept covered in one of my favorite B books: Janelle Barlow’s “A Complaint is a Gift.”
When a customer takes the time to complain, they are really giving you a gift – a gift of their time. Customers are not required to give you this gift. In fact it is a major imposition on them. Most people avoid uncomfortable situations when they can – it’s just human nature – and complaining is often very uncomfortable. That’s why so few customers take the time to complain. (more…)
