by Dave | Jul 2, 2022 | Customer Experience, Customer Service Processes
My son, Tony, had the privilege of being part of the theater program at our high school. The kids were under the direction of Pam Hurt, and she had a way of getting the most out of the cast each year, always demanding their best. I am by no means a talented singer...
by Dave | Oct 10, 2019 | Customer Experience, Customer Service
This summer we had the privilege of traveling to a small town outside of Atlanta named Ball Ground to attend the wedding of a good friend’s daughter. There was just one main street that ran through Ball Ground, Georgia with small shops lining the road. One of the...
by Dave | Sep 30, 2019 | Process Excellence
We moved into our current home in Frisco, Texas about 16 years ago. It was a fairly new neighborhood. There are sidewalks around the perimeter of the community with a hedge row that provides a barrier between the road and the homes. This is where we have walked for...
by Dave | Aug 20, 2019 | Customer Feedback
Although I applaud most efforts to obtain feedback from a customer, some organizations make critical mistakes even though they have good intentions. What is wrong with the two pictures above? Both were displayed prominently where a customer would see them. One at a...
by Dave | Sep 6, 2018 | Customer Service
“Amazon is looking at getting into our industry.” That is one phrase that is sure to strike fear in almost every executive. I have seen a company’s stock drop significantly just because rumors surfaced that Amazon was going to start competing in their market. The rise...
