I love conversations with Leslie Ungar. You know her. I talk about her often. That’s because she always has some interesting little tidbit to share that speaks volumes. Today it was the retelling of something Bruce Nordstrom (Grandson of Nordstrom’s founder) had to say when visiting Northeast Ohio a while back. Someone asked him if [...]
Have you ever lost a customer and didn’t know why? I was talking with Business Coach and Professional Speaker Leslie Ungar of Electric Impulse Communications about customers. She shared a story with me that really helped put things in perspective. As the economy takes its good old time recovering, the trickle down effect of lower revenues [...]
According to Trend Watching – one of the top ten trends for 2010 will be customers leaving tweets about your business. What will they say? Real Time Reviews takes into account that people around the globe are jumping on the band wagon of telling anyone who will listen what they are doing right now. Whether [...]
I’m struggling to regain my composure. I have just been made to feel more stupid than dirt and it isn’t a feeling I enjoy. You may have read that I joined a gym recently – happy one week anniversary to me – and I’m using this TechnoGym thingie that keeps my workouts on a computer [...]
There is nothing that makes me angrier than being ignored. Well, there are a few things but as a CUSTOMER, being ignored is unforgivable. It’s rude. It makes me question my loyalty. Yesterday I stopped by the local Wal-mart where I’d ordered photo prints via the Internet. The pictures were supposed to be completed by [...]
In the August edition of Entrepreneur we are reminded of the Wendy’s customer who claimed she found a finger in her chili. After an investigation insued, the truth came out – she had planted the offending digit, but as Entrepreneur reminds us – the damage had been done. Sales fell. Franchise owners suffered. To-go coffee [...]
Remember my friend Paul at Best Buy? I went back and purchased from him – we had a blast. The refrig and stove were due tomorrow. I say were because a glitch came up in my order. Mostly my fault. I needed a drop in stove but wanted a shove in one (they are less [...]
Just read a post on Dennis Snow’s site in which he reminds us that social media now allows unhappy customers to tell millions about their bad service as it happens. In the past the negative word of mouth would extend to 7 or 9 or 15 people and now in a blink of a text [...]
I wanted to get my hair cut yesterday. Something different. Short. Easy to care for. I tried a salon I’d not previously visited. By the end of the experience I was unhappy with my look. Whether it was the stylist or my poor communication – it doesn’t matter. The result was – I was not [...]
It saddens me when I hear stories of customers and companies fighting over something that can be so simply resolved. With everything going on in our lives, why do we choose to spend our energy fighting when working together can be so much more satisfying. I just found a post written by Kevin Stirtz in [...]
