Tag: glass

January 12, 2016

Let’s Talk More About Customer Service

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 […]

December 14, 2015

What Do the Numbers 7, 17, and Many Thousands Mean for Your Customer Service?

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 […]

December 8, 2015

The Story Of Three Truck Drivers

This happened many years ago, probably about 15. At that point, I was the executive VP and general manager of Floral Glass on Long Island. We were the largest fabricator/distributor in the New York city metropolitan area. We had our main plant on Long Island and additional plants in New Jersey and Connecticut. On most days we had transfer trucks going or coming from each […]

August 25, 2015

Just Answer The Darn Phone

I use a CPAP machine to help me sleep. This is a machine that blows heated, humidified air on my face. Not fancy, but very helpful for me. It is available only by prescription. My current machine is seven years old, and I am due for a new one. Here’s my story and how it will help you in the glass business. I googled CPAP […]

August 4, 2015

Listen My Friends and You Shall Hear / The Story of Bill and Bob Baneer

This week, I read a website about an auction house selling a Revere Tinsmith candle lamp, ostensibly one from the pair that was hung in the Old North Church announcing the British were coming to Lexington and Concord in 1775. This reminded me of the famous poem by Henry Wadsworth Longfellow. This brought me to the not-so-famous tribute to the Baneer twin brothers, Bill and Bob. Read […]