In Seth Godin’s recent blog post, more, More, MORE!, he makes the unpopular-but-wise assertion that until you fire your worst customers, you’ll never be able to do your best.
I think it applies to clients just as much as consumers. The bottom line: you can’t please everyone, and it’s stupid to try. You’ll end up making [...]
Entries Tagged as 'Customer Service'
Fire your worst customers
February 21st, 2010 · 9 Comments · Strategy
Resolution Found with the Sheraton Centre Toronto Hotel
October 1st, 2009 · 2 Comments · Customer Experience
I’m impressed.
Within 12 hours from my initial complaint to the Sheraton Centre Toronto Hotel about their sub-par conditions, I had received an email apologizing for the discontent. Then within 20 minutes of my response today (to follow), we have received a refund for one night. I am very pleased with the outcome and the speed [...]
The Sheraton Responds!
September 30th, 2009 · 6 Comments · Customer Experience
[This is an update on the disappointing conditions I recently experienced at the Sheraton Centre Toronto Hotel.]
Within 12 hours of my critical survey submission to TNS Global — the vendor who handles Sheraton’s customer satisfaction surveys — I received the following email from Sheraton’s Manager of Experience Engineering.
I’m really glad they’re listening.
Read the full email [...]
Tags:Customer Experience·Customer Service·Emails·Pain·Pleasure
The Sheraton Centre Toronto Hotel is a hot mess
September 30th, 2009 · 8 Comments · Customer Experience, Pain
Allow me to preface this rant by saying that the organizers of IDEA 2009 are in no way responsible for the poor accommodations and service at the Sheraton Center Toronto Hotel. Though it was the hotel recommended on the conference website and at which a group discount was provided, there is no way that the [...]
Apple Customer Support Fiasco
August 27th, 2009 · 31 Comments · Customer Experience, Pain
I just had the most inexcusably bad experience with Apple Customer Support. So shockingly bad that I can’t even believe it was Apple on the other end of the line.
Let me preface my story by saying that I’ve been a devoted Apple customer since I was in the 5th grade — 17 years ago. In [...]
