A card arrived yesterday the old fashioned way, in the mail with postage stamp and all. It was from my friends at the local Honda dealership. Since I have just closed the deal on a new car, I thought it might be a “thanks for buying our car” type of card. Silly me! It was [...]
Tag Archives: Customer service
Follow up to improve customer service
My recent car-hunting experience made me think. Why don’t companies follow up? It all began when I brought my car in to the dealership for routine servicing. The service advisor called to say the mechanic had suggested some additional work, some of it fairly expensive. “Here’s the thing,” I answered. “I was going to buy [...]
It’s cheating to set the bar low
Have you noticed that companies seem to be deliberately managing our expectations downwards? I’ve run across this a couple of times lately : When I traded in loyalty points for lift tickets for a recent ski trip, the web site said it would take about two weeks to get the reward certificate by mail. The [...]
Customer service/disservice files
Is the way your company operates thinking of the customer first? Or at all? I have recent examples of two companies that did a good job and two that did not. The surprising instances of customer appreciation: Bank of Montreal: My husband and I have banked with BMO for a very long time. Every once [...]
Threats from my ISP
This week, I received what I consider to be a threatening e-mail from my Internet service provider: “In the next couple of weeks, when you log into your Bell Mail [an aside: always known as Sympatico; are they changing it?] using your Internet browser, you’ll experience a simpler, cleaner design, along with many new features [...]
I [heart] my local library
The library in my town has been there for me for many years. When my children were small, we joined the reading program every summer, and we were frequent borrowers of books and occasionally toys throughout the year. It’s the first place I turn when I hear of a good book (so I can try [...]
No glamour left in the air
Remember when flying used to be glamorous and exciting? You’d look forward to your trip. Flight attendants were cheerful and helpful, and gave out blankets and pillows so you’d be more comfortable. On long flights, you’d get a hot meal chosen from a menu even if you weren’t in First Class. After one trip, you [...]
Baggage blues averted
Can you explain to me what on earth I was thinking? When I packed my bags for a visit to Calgary last week, I deliberately put a bottle of wine for my cousin in my carryon bag, for safekeeping. That’s right. A container with more than 100 ml (3.4 oz) of liquid. That no airline [...]
Loving that usability
If you want people to buy from your web site, make it uncomplicated, will ya? I am so sick of creating new accounts, thinking up a password, entering here and checking off there, only to hit a wall. I’m going to the movies tonight with some gal pals (so you know it’s Sex and the [...]
Don’t miss amazing your customers
My local newspaper has won all kinds of awards for “best community newspaper.” I like it. I like reading about local successes, what’s happening in the schools, what topics have readers’ shorts in a knot. I subscribe, even though many areas get this paper free, just because I want to make sure I get it. [...]
