By now, we’ve all heard the recent story of how a United Airlines passenger was forcibly removed from an airplane. See article. Real World Story: Let’s review the facts of the ordeal. Before boarding, passengers were offered $400 to give up their seat. No one obliged....
Real World Story: A friend relayed the following true story: “Two weeks ago, I took a client to one of my favorite restaurants in San Diego, Café Gratitude. I LOVE the food at this restaurant, and I love the concept of gratitude. However, my experience on this...
I’m sure you’ve had this happen: You call a company and reach an automated phone tree with prompt after prompt to answer. You finally get connected to a human only to hear, “Thanks for calling XYZ Company. Can you hold?” And before you get a chance to answer, you’re...
Real World Story: When I walked into the lobby of a Doubletree hotel during my last busy travel day, I saw two employees standing behind two counters that were separated by about 8 feet in distance. I paused, looked at each one several times, and expected an...
Want to know the secret to great customer service? Communication. Yup, it’s that simple. As customers, when we have a problem with a product or service, the last thing we want to do is to repeat ourselves again and again and again. Real World Story: My mother lost her...