Recent Posts



Archive for March, 2011

Shrugging Off Unhappy Customers Can Be Hazardous – Just Ask United Airlines

Thursday, March 31st, 2011

I still remember the day early in my career when an “old hat” at the company I worked for pulled me aside and confided, “While other companies give lip service to customer service, we don’t even do that here.” Now, of course, that was an atrocious attitude, though he turned out to be correct. (I […]