If you are a flat glass company, you can bet they do. Auto glass has become an 800 number and mobile installs. No need to go in the front door. But, oh, does flat glass have its tire-kickers. You know the folks that ask a ton of questions, some by phone, some by email and the majority in person. Does this matter to you? It […]
I never had, until last Sunday, when the battery on my phone wouldn’t take a charge. The phone was 16 months old, and that is about when batteries go. I stopped in at the local store, where I had purchased the phone, and asked about a replacement battery. Read on, my friends, to understand the miracle that took place. My cell carrier is Verizon, and […]
A quick step back… on December 14, I wrote a blog about customer service relating to my laptop, where the servicing company really screwed up. They lost my computer for ten days, were constantly lying to me, and then they finally shipped it to me. When I went to use it, I found out it was someone else’s computer, and waited another 12 days for […]
This is not a magician’s trick, just simple math. A while back I read a study from a large university (honest thought–I can’t remember the name of the school) talking about customer service. If you do a great job for a customer, on average, they will tell seven others about your great glass company. On the other hand, if you do a lousy job, on […]
Sure is a lot for a phone call. Is it a call to the magic hot line that will give you the winning lottery numbers? No. Is it a call to the President’s private cell phone where you can get his advice on a business question? Are you kidding? No. I’ve got it! Is it a call to your customers asking if the work done by your […]