I recently became a DirecTV customer after many years with Time Warner Cable. The divergent customer service experience that I encountered with these two companies reinforced a few lessons that I want to share with you.
It all started with a call to DirecTV to cancel my order due to a misunderstanding I had [...]
Please refer to Figure 1 for the following parable:
There once was a man named Jacob who worked for a man named Andrew.
One day Andrew’s peer, Ben, asked Jacob to create a new report for him.
Jacob sent a draft to Ben asking for feedback.
Three days later, Jacob received an email from [...]
During a coaching session several months ago, one of my clients was discussing her staff. She told me that she first met her most productive employee at a local restaurant where she was waiting tables. Each time my client visited the restaurant she was amazed at how friendly and efficient this particular waitress was.