A good men’s shirt has long tails (it keeps the shirt tucked in). A manufacturer can save millions by slicing a few inches off the bottom of every shirt. Bad companies look at this as a spreadsheet question: How much money can we save by reducing fabric quantity? But the most important data never shows [...]
Tag Archives: customer service
She left me standing there, and I don’t know why
I was a customer of a very good web hosting service for many years — until I cancelled my account last month. Cancellation was easy — I did it online and it was hassle-free and efficient. I left with a positive feeling. But they have no idea why I left. Why didn’t they call? Why [...]
If you give me a return label, I’m more likely to order again
Do anything and everything you can to give your customer a reason to come back. Something like this pre-paid return label strongly emphasizes that this retailer is low-hassle, cares about customers, and isn’t going to waste your time. Best part — the label costs nothing if it’s not used. (But it sends a strong message.)
If you distrust your employees this much, a sign isn’t what you need
Saw this sign (7 of them!) at a store in Ft. Myers, FL:
Why your company should support community service by your team
Smart thoughts from Blinds.com CEO Jay Steinfeld: Keep charity and community service at the forefront. It’s not something you do just for publicity and obligation. It trains people’s minds to think about improving other people’s lives. They’re going to improve customers’ lives, co-workers’ lives, and their own lives. From Inc. Magazine, Oct., 2011.
How to WOW your fans when things go wrong
I had tickets to see Galactic at Stubbs here in Austin. (If you don’t know either of them, you need to do some urgent research.) The opening act cancelled before the show. I had never heard of them – and actually had no idea that there was an opening act. But I got an email [...]
Save 3,000,000 gallons of water. Get 100 new customers.
Radiant Plumbing has a fantastic idea — and a great example of word of mouth marketing for a small business: They offered to fix 1,000 leaky toilets in Austin for free. This would save 3,000,000 gallons of water each month. Which saves a ton of money for homeowners and is a great community service here [...]
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