Alternate title: “Some Companies Just Don’t Care” People in the customer-service advice-giving business love to tell the story of United Airlines and Dave Carroll. It’s a very entertaining tale of a customer who, having felt mistreated, used the power of the internet to do an enormous amount of damage to a large company’s reputation. It’s […]
I recently walked into a McDonald’s in Orlando, Florida carrying a simple set of instructions: return to the hotel with three Egg McMuffins and three orders of hash browns. I walked up to the counter and placed my order. Me: Three Egg McMuffins and three orders of hash browns, please. Woman at counter: Our Egg […]
Here’s a story of what happens when a cranky customer and an inflexible merchant meet: both sides lose. I’m a Blackberry user, willing (so far) to put up with the slow browser, lack of features, and iPhone envy. In return I get a physical keyboard and a comforting sense of the familiar. I also have […]
Today’s lesson: make sure the folks in Marketing and Operations are talking to each other. This ad was on the front page of today’s Sunday Oregonian: As an ad professional, they had me at “$15 off plus free delivery”. A nice, simple offer. Strong call to action, with a reward for taking it. Although the […]
I’m a Delta Airlines frequent flyer. Not quite George-Clooney-“Up In The Air”-frequent, but I average two round-trips a month on the airline, have managed to hit Gold Medallion status, and have an outside shot at Platinum. A week ago, I was one of 180 passengers who had to hike from one terminal to another at […]