the customer

The Scam Victims Didn’t Want to End

Kay Miller attachment, customer relationship, marketing, the customer, uncopyable 0 Comment

Have you ever heard about a scam so good that even after it was exposed, the victims didn’t want it to end? It happened, and there are some Uncopyable Lessons to be learned. You might be familiar with the story of Don Lowry and his “Angels.” Lowry was busted back in the 80’s, but I only heard the story recently. It was featured on the NPR podcast, The Hidden Brain, hosted by Shankar … [Read more...]

Forget Sears! United Airlines is Way Dumber!

Steve Miller bad customer service, the customer 1 Comment

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...]

The Opportunity to be Legendary

Steve Miller customer service, experience marketing, marketing, referral marketing, the customer, Word of Mouth

Don't anybody move. Keep your hands where I can see them. And you might want to sit down for this. I've got a GREAT customer service story for you! And there's a terrific lesson we can all learn from it. My smoking' hot wife, Kay, works for the Federal Way Mirror. For those of you less worldly travelers, the Mirror is a weekly newspaper based right here in Federal Way, Washington, the hot … [Read more...]

Why do you want to leave me?

Steve Miller bad customer service, customer service, the customer 3 Comments

https://youtu.be/GNKhFKLOXl8 Several weeks ago Bill Herman, Event Development Director for the Association for Manufacturing Technology, shared a bad customer service story. I should have posted this right after he sent it, but my procrastination has been rewarded with my own congruent experience. Here's what Bill sent: "Had something happen yesterday that I wanted to pass along. I’m copying … [Read more...]

The Rock Fails the Customer Bucket Challenge

Steve Miller bad customer service, branding, customer service, experience marketing, the customer 3 Comments

Last Wednesday was my birthday. (If you want to know how old I am, click this link.) My smokin’ hot wife, Kay, took me out for my favorite meal – pizza! - at The Rock here in Federal Way. The Rock has pretty good pizza, pretty good beer, and head-slamming buckets of alcoholic drinks. I was looking forward to a great customer experience. Yes, I said “buckets of alcoholic drinks.” Mainly, I’m … [Read more...]

First Time in 30 Years?

Steve Miller customer service, experience marketing, the customer 3 Comments

As I wrote about in my previous post, I recently keynoted the Independent Distributors Association annual convention in Banff, Alberta, Canada. If you've ever hired a speaker for an event, you know it's a risky proposition. You can watch a speaker's demo video and talk with some referrals, but until that speaker actually delivers an awesome presentation, you never know what's going to happen. I've … [Read more...]

First Impressions In Banff?

Steve Miller customer service, the customer 4 Comments

Last week I keynoted for the Independent Distributors Association annual convention. Lucky me, this year's meeting was at the Banff Springs Fairmont Hotel in Banff, Alberta, Canada. Even though Seattle is only a 90-minute flight from Calgary, I'd never been to Banff. I'd heard a lot about how beautiful the area was and always wanted to go there, but hadn't. The location and vistas … [Read more...]

Admit It. You Aren’t Good At Everything.

Steve Miller the customer, transparency, Trust 0 Comment

Next month I'm speaking in Banff, AB for the International Distributors Association. They are a world wide non-profit association of independent businesses that supply quality parts, service and equipment to the heavy construction industry. In preparation for any presentation, I always ask to speak with a number of stakeholders to learn about their businesses, the industry, and their … [Read more...]

Why You Both Lost My Business

Steve Miller customer service, the customer, Word of Mouth 2 Comments

Two dumb vendors: Dear Morning Glory Landscaping, You're fired. Eight months ago our landscaping service told us they were stopping service in south King County. They were based in Seattle and decided it was too difficult to manage customers farther away. So we needed to find another service. Since we didn't know any other ladnscapers in our area we decided to find you through Angie's … [Read more...]