Author Archives: interman

Customer Service is a methodology, not an action!

Posted on February 22, 2012 by interman

Wow, Valentine’s Day is finally over but it was very stressful. During the week, I identified several customer service qualities that I thought I would write about. Every company screws up once in their career (only once if they are … Continue reading →

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A few terrific customer service examples.

Posted on February 6, 2012 by interman

A few readers have commented lately that I have been too negative lately, so I thought I would post some good customer service experiences of late. WENDY’S Restaurant My wife and I stopped by a Wendy’s on the way back from Richmond, VA. The person at … Continue reading →

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So here is the story. You can judge for yourself…..

Posted on February 1, 2012 by interman

So, where do I start? I guess at the beginning. This post is long so if you want to skip to the summary at the bottom, please do so. One of our largest vendors, 13% of our total revenue (maybe … Continue reading →

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The Winner! – The worst customer service experience I have ever had.

Posted on January 27, 2012 by interman

That’s right. This past week I had the worst customer service experience ever. It will go down as the worst this year easy. Could be the worst for the decade. That’s a bold statement, Don. Yes it is, loyal reader. … Continue reading →

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Customer Service Failures – Rite Aid

Posted on January 19, 2012 by interman

Sometimes, as I write these stories, I chuckle because they almost sound made up. Fortunately for me but unfortunately for Rite Aid, I have the emails and the websites to back this up. I only have one prescription and I … Continue reading →

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Customer Service Failures – Cox Communications – Hopefully Part 1

Posted on January 13, 2012 by interman

I hope you enjoy my customer service failures. It has been awhile since I have posted one but this one is a killer. After I stopped laughing, I started writing. I do not know where to start. I was watching … Continue reading →

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Customer Service Failures – Fedex – Part 2

Posted on December 12, 2011 by interman

I am sorry for my long hiatus, but we have been busy opening our new store. Anyway, I am back in Middletown, Connecticut for some business and I could not help checking up on my good friends, FedEx. If you … Continue reading →

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Small Business Banking in the 21st Century – Part 2 – The Return of Big Banks

Posted on October 14, 2011 by interman

I have spent a few days with clients and as always, I learn as much as I teach. But yesterday, I decided to call an friend of mine who works with mid-size banks. Although he was adamant that he is … Continue reading →

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Bank of America – Customer Service Failure or Shrewd Move

Posted on October 7, 2011 by interman

I have been obsessing over Bank of America’s decision to introduce a fee on their debit card customers. The more I thought about it, the more I wondered if they had this more carefully planned out from the beginning. So … Continue reading →

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Examples – a perfect teaching model.

Posted on October 4, 2011 by interman

Thank you all for your comments and suggestions, both on and off line. They are much appreciated. One comment in particular, captured my attention and I thought I would use it for another post. In response to my blog entry … Continue reading →

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