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Poor Customer Service Hurts Your Business
One thing I always notice is how often quality is sacrificed for speed. At the local supermarket near where I live in north Dallas, they have a “self-checkout” lane that can accommodate up to six...
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Bad Attitudes Lead to Bad Behaviors
Back in the 1990′s I took a vacation to Cancun, Mexico. It was a great experience. One thing I still don’t understand is why people get so dressed up when they fly. Think about it, you’re sitting...
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What Customers Want
In “Serving Internal and External Customers,” Swartzlander (2004) outlined what customers want. She maintained that customers want to feel valued by the companies and/or places they conduct business...
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Customers Hate Rudeness Even When It’s Not Directed at Them
In their research studies, Porath, MacInnis, & Folkes (2010) “demonstrate[d] that witnessing an incident of employee-employee incivility cause[d] consumers to make negative generalizations about...
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Half-Truths and Omission of Facts in Selling
Photo Credit: Flickr My first job was working for a sporting goods store in a mall. I was really excited because it was a well-known company and had a sister company selling athletic shoes and...
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