by Paul Rutter | Customer Experience, Customer Service
“It takes months to find a customer, and only seconds to lose one.” ~Unknown You may have seen the recent news article where sisters, who were flying home to see their very sick father, were kicked off a flight after a verbal confrontation with a flight attendant. It...
by Paul Rutter | Company Culture, Internal Customer
“Expectation is the mother of all frustration.” ~ Antonio Banderas I love the game show Jeopardy. I’m always learning something new, but it’s a bit disheartening to see how little I know compared to the real contestants. With that in mind, let’s play Jeopardy! In the...
by Paul Rutter | Customer Experience, Customer Service, External Customer
“Be thankful for customers who complain. You still have the opportunity to make them happy.” ~ Unknown The customer is always right, right? That’s what we have continuously learned. Never argue with a customer. Do everything you can to make the customer happy. Don’t...
by Paul Rutter | Customer Experience, Customer Service, External Customer, Internal Customer
“Informed decision-making comes from a long tradition of guessing and then blaming others for inadequate results.” ~ Scott Adams, creator of “Dilbert” Why is it that some people can see a problem and make a decision on how to fix it in a matter of minutes, and others...
by Paul Rutter | Company Culture, Internal Customer
“It is amazing what you can accomplish when you do not care who gets the credit.” ~Harry S. Truman You and your team worked hard on that last project. You spent many hours after work, and even came in on the weekends to get it finished on time and under budget. You...
