It’s okay to follow up

It’s okay to follow up

(Updated April 13, 2016.) You’re tired of getting phone calls from strangers trying to sell you duct cleaning, aren’t you? But if you know a great esthetician, don’t you want to find out that she’s moved to a different salon? Of course you do....

Changing the game? Speak up!

After a couple of days trying to access my client’s e-mail system without success — and with so much on my plate I had no time to deal with their IT support group — I happened to mention the problem to one of my contacts. It turns out the...
Know thy customer

Know thy customer

Oh, those funny folks at Honda! They’re doing a good job of keeping in touch with me, long-time Honda owner that I am. But their enthusiasm for selling me a new car always seems to overtake their good sense. I bought a 2009 Honda Civic last year, and I’m...

Do you respond promptly?

Having been away for a week, I’m a little nervous. A few weeks ago, I managed to live through a day where no e-mail messages made it to my in-box. It took a while to find out, because I could send messages; but the replies didn’t make it through. Of...

Customer disservice files

Can you tell me… Why my bank has hired people to make “courtesy calls” to customers — which seem to be thinly disguised ways to sell other products/services — but cannot tell me that they have discontinued my paper statements? I have no...

Bell’s upgrade looms

As the end of January approaches, I’m a little nervous. Bell has alerted me that they are “making changes to our e-mail systems which will require you to update the settings on your e-mail software…Please note that if you do not update your settings...

Make surveys make sense

Customer/employee surveys are important. I know this, and I try to go along with companies who take the time to survey me as a customer. But they need to do a better job of asking questions that are both within the customer’s ability to answer and that they can...
Usability bugs

Usability bugs

Random petty annoyances in the usability world: When a web site makes me log in, but has nowhere for me to log out. When a site makes me log in more than once (for instance, once to enter a members-only section, and again to comment on a discussion forum). When my...