Recent visit to Apple Store raises questions about the company’s customer service

June 12, 2017 4 COMMENTS

Angry young menby Dan Oswald

I recently had an experience that made me wonder, can a company become arrogant? We’ve all met arrogant people, but can a company be haughty or egotistical?

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A little compassion would have gone a long way for United Airlines

April 17, 2017 3 COMMENTS

Seat Rows inside an Airplaneby Dan Oswald

Imagine you own a restaurant. It’s a small, cozy place that caters to families and has a great reputation not only for the food but also for the atmosphere. One evening, a customer comes in and orders that night’s special. When his entrée arrives, he takes issue first with the temperature and then with the taste of the dish. Having already served it to dozens of other patrons already this evening, your staff is both surprised and skeptical. After they apologize and offer his dinner for free, the customer continues to complain loudly, becoming the focal point of the entire restaurant.

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What does Hertz have against Grandma?

September 21, 2015 19 COMMENTS

violence in customer serviceby Dan Oswald

Last week, my wife’s grandmother passed away at 98 years of age. She was a special lady who remained alert and curious until her last days. She was active on Facebook, keeping up with her great-grandchildren’s lives.

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‘Tis the season to do right by your employees and customers

December 16, 2013 11 COMMENTS

Tis Seasonby Dan Oswald

Have you ever thought about what employees really want from a company and a manager? What is it that really makes employees feel satisfied in their work? Among other things, having a manager who cares about them as people is part of being happy at work. So when I heard about Liberty Bottleworks, I figured it must have a pretty satisfied workforce. Here’s the story.

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If you don’t have anything nice to say . . .

November 18, 2013 0 COMMENTS

shut upby Dan Oswald

“Better to remain silent and be thought a fool than to speak out and remove all doubt.”
—Abraham Lincoln

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You won’t know what your customers want if you don’t ask

July 22, 2013 1 COMMENTS

by Dan Oswald

Knowing what your customers want and need and delivering it are key concepts for any business. But how do you really know what your customers want?

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Where customer service is job 2

December 10, 2012 3 COMMENTS

by Dan Oswald

You know good customer service when you see it. That’s a statement in which I firmly believe. But it also means you know horrendous customer service when you see it. Do I have a story for you!

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