Last week my smoking' hot wife, Kay, and I had the need to reach out for help from three different vendors. Two were excellent examples of how to help a customer and one was a dismal failure. Besides being examples of what and what not to do, these are great reminders of how quickly your relationship and your brand can be torpedoed by both slow support response, but also insincere … [Read more...]
Update on the 5 Customer Service Mistakes Debacle!
A few weeks ago I shared my terrible customer service experience with Bud Clary Jeep in Auburn, WA. I have since had my Jeep serviced at a different dealer - Larson Chrysler Jeep in Puyallup, WA. My experience was polar opposite. They were great. But the Bud Clary Jeep saga continues with their post-service survey! Watch this week's Uncopyable Business video and see why Larson Jeep got my … [Read more...]
5 Bad Mistakes in ONE Customer Experience
My Jeep Grand Cherokee needed service. The air conditioning stopped working, so I took it to Bud Clary Auburn Jeep in Auburn, WA. Big mistake on my part! Turned into a major hassle…took a bunch of my and my smokin’ hot wife, Kay’s time. And it’s STILL not fixed. Bud Clary Auburn made FIVE bad customer service mistakes. Don’t make any of these with your customers. Join me every week … [Read more...]
#WestinNaneaFail — A Lesson for Our Marketing Messages
Last week my smokin’ hot wife, Kay, and I spent six days at the new Westin Nanea Ocean Villas on the island of Maui. Our 30th anniversary is coming up next week and we’d spent our honeymoon on Maui. We planned to go back to celebrate. Serendipitously (or so we thought), late last year we received a promotion for the new resort. The property wasn’t open yet and they were drumming up advance … [Read more...]
I drove 3206.3 miles to learn this lesson
My smoking’ hot wife, Kay, our bipolar border terrier, Shaka, and I just returned from a 14-day, 3206.3 miles road trip. In 30 years of marriage we’d never taken a long road trip. I can now check that off my bucket list! Of course, over 14 days we stayed at several small motels and ate at numerous restaurants that allowed dogs, giving us the opportunity to have some really great and too many … [Read more...]
Forget Sears! United Airlines is Way Dumber!
OMG, I thought the recent Sears story was grabbing the attention of America, but United Airlines has THROWN Sears out of the headlines! Wow, what a crazy, stupid situation. Of course, I have an opinion about what’s going on here and I think it’s actually a HUGE issue that every business in the U.S. must pay attention to. Watch this week’s Uncopyable Rambling video and learn the big lesson … [Read more...]
What Killed Sears? Part 2
Two weeks ago I posted a video about the decline and fall of Sears. My weekly video is normally watched by a few hundred small business people, but the Sears video has well over 3000 views (as of 4/9/17). And mine isn't the only YouTube video about Sears. They're all getting high engagement. Clearly, Sears has struck a nerve. Comments made to my video are all over the board, but I have a big … [Read more...]
What Killed Sears? 3 Lessons.
Apparently, Sears has failed. The big news in the business world this week was the announcement from Sears that they were probably not going to survive. Once the largest retailer in the US with over 500,000 employees, Sears appears to be on its final death spiral. There are a lot of opinions on the Internet why Sears failed, so Steve is happy to share his. Watch this week’s Uncopyable video and … [Read more...]
Nobody Died At The Oscars
The Best Picture mess up has caused quite the brouhaha in the media. Lots of finger pointing and mea culpas...especially from Price Waterhouse Cooper. Stepping back a bit was it really a big deal? Nobody died. But maybe there's a good lesson for businesses striving to be UNCOPYABLE! If you aren't getting my Weekly Ramblings, be sure to subscribe here! If you haven’t ordered Steve’s … [Read more...]
Chicago’s Taxis Terrible Customer Service
I spent last week at the massive IMTS exhibition in Chicago. Instead of using Uber, I chose to use the Chicago cabs. What a mistake! Watch my rambling (RANT) this week about their terrible customer service and learn what business lessons we can all take away from my bad experiences. Please share! And if you aren't on my list to receive my weekly UNCOPYABLE RAMBLINGS, just CLICK HERE. … [Read more...]