The United States has immigration reciprocity agreements with foreign countries that facilitate travel, or create massive bottlenecks. There is the relatively common reciprocal stance based on mutual disrespect. I applied for a visa for Brazil and … [Read more...]
Encourage Feedback
September 24, 2014 by
When our customers complain, we turn the other way and call them ignorant or, worst still, idiots. In reality, most customers don't complain. They take their business elsewhere. New customer acquisition costs about 5 times more than retaining an … [Read more...]
When ‘Sorry’ Rings Hollow
September 23, 2014 by
We apologize too quickly, too frequently, and too often lack sincerity. A ‘sorry’ rings hollow when we don’t learn from our mistakes, when we don’t take corrective action, and when we don’t make it up to the people we have wronged. Smart people … [Read more...]
Delight The Customer
September 22, 2014 by
You delight the customer when you do the unexpected. Focus on the details. Sweat the little stuff. Under-promise and over-deliver. The truth of the matter is that any company can improve service by almost 80 percent with existing resources. Are … [Read more...]
