This will gratify some people and astonish the rest.   – Mark Twain Mr. Twain had it right.  You would think “doing it right&# would be a no-brainer, the least we can be expected to do and what comes naturally and yet even as long ago as the 1800s – “doing it right&# was astonishing. So who is gratified by our doing right? MORE >>

Not the first.  It comes down to a basic difference between what is right and what is wrong.  I’m the parent and so therefore, I am right.  No really.  But that apparently doesn’t matter as I’m watching him pack his suitcase. He has decided to move out. The same holds true with our customers. And our sons. MORE >>

Further investigation from CustServ’s blog led me to the article from Genesys that shares the details of the customer service survey of 16 countries. Posted by Deborah Chaddock Brown on January 7, 2010 under Connecting Moments , Customer Moments , making a difference | Read the First Comment What is the cost of a lost customer? MORE >>

Now usually someone will post a discussion point and there will be comments for a few days and then people move on to the next topic but this discussion has been continuing as one of the top items in the group for the entire three months.  Everyone Everyone agrees that indifference is just as bad as outright rudeness.  My take?  MORE >>

is celebrating their 35th year in business. Maybe that doesn’t seem like a lot of years for some businesses but they are a computer company. Think back 35 years – what did computers look like?  Meanwhile the regular employees still wrote their correspondence on electric typewriters, using liquid paper and carbon paper.  Jim Rutledge, Sr. MORE >>