Don’t Say You’ll Do Something and Then Not Do It

June 12th, 2008 dr.richard Posted in Customer service 1 Comment »

That’s too many double negatives, I know. Let’s try some examples: Your car dealer says she will call you back at the weekend. She doesn’t. You promise to get back to a prospect on Tuesday. You leave it til Thursday The spam email promises a discount on your favorite drugs but when you open it [...]

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Heathrow Terminal 5 – May I Help You?

May 8th, 2008 dr.richard Posted in Customer service Comments Off

It’s ironic, I know. I was standing in the middle of Heathrow’s new Terminal 5 the other day wondering what to do with the 6 spare hours that I had before my delayed flight. There was at least 15 staff standing around with shirts saying “May I Help You?” I’d asked several of them where [...]

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