If restaurants operated like phone companies, you’d never know where to go for dinner. My family has a favorite little burger joint. Even with lots of similar places in town to chose from, we go there often. We know their food and their service, and we’re comfortable there. They recognize us as regulars, so every [...]
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This past July I talked about how Dave Carroll’s “United Breaks Guitars” YouTube post had brought new strength and power to consumer complaints against corporations’ customer dis-service. The original song/video has had over 5 million views, and is now available on iTunes. This is an astounding amount of bad publicity, damaging mainstream media press coverage, [...]
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Lots of things can happen when a job is done well. Here are a few: 1. Personal satisfaction 2. Sales for your company (or yourself) 3. Preservation of the natural “buying-selling” ecosystem 4. Unsolicited praise from your client base This particular post is about number four. Every once in a while, a user of your [...]
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Several weeks ago, Tim Berry wrote a very interesting blog about respecting the meaning of words, and how difficult it can be when the parties in a conversation use the same words differently. Tim was writing specifically about terms used in accounting and business planning when he wrote: This problem of definitions drives some people [...]
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I didn’t say it, Chris Brogan did – because he’s a smart guy. Actually what he said was this: “Customer service isn’t a chore. It’s the new PR” and it’s the truth, the public face of your company – which most likely is your customer service/customer care department is as important and as key to [...]
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We work really hard, here at Palo Alto Software, to make sure our software works right – not just on one operating system or setup, but on all the possible configurations we support. We’ve got two full-time testers sitting right next to the developers who write the code, gleefully pointing out any bugs they find. [...]
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If you have a question or a technical issue with a product that Palo Alto Software produces, you can call us. It’s true. You can pick up the phone and dial 800-229-7526 and get right to a real live person. You can talk to any of our sales or technical support team. We don’t have [...]
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This is hard for me to post, because it–well, the headline, at least–seems so negative. Still, I’ve been dealing with a number of startups lately, and it seems like we all need a refresher reminder: “I don’t know the secret to success, but I do know that the secret to failure is trying to please [...]
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