Archive for August, 2009

Sh!t Happens

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…)

The Complaints Window is Open

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…)