Blogs
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Delta’s customer-service surprise
With the news this morning that Delta Air Lines is once again raising its fees for checked bags, here is…
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Solving the small stuff before it gets big
My husband and I have been married for more than 10 years, and despite the happy life we’ve created for…
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YOU set the tone for customer service
Last week, I stayed at the Rosen Plaza in Orlando. It’s a potential home for the 2010 Marine Dealer Conference…
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Basic Building Blocks – On Steroids
Jeff Scherer, Associate Partner, Callbutton LLC — My 11-year-old son has grown up in a much different environment than I did.…
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Talk is cheap? Not always
When you show up at an airport and see people lined up waiting to get into the terminal, you know…
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Exceeding expectations one promise at a time
A week before Christmas, I was delighted to receive a $100 clothing store gift certificate as a “thank you” for…
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Marina risk management strategies
Sean H. Griffin, account executive/marine specialist, Commercial Insurance Division, Cook, Hall & Hyde, Inc. — According to Association of Marina…
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How NOT to motivate your employees
Throughout the past 10 years, I’ve served as a supervisor a few times. The first time around I was asked…
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How trust determines who we do business with
About 10 years ago, I learned a great lesson about finding a service shop you can trust.
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What’s it all for?
The debate over the value and the use of customer satisfaction index surveys rages on, and in the heat of…
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