By Peter Lyle DeHaan, PhD It was an emergency run to the eye doctor. Being far-sighted and using a computer all day makes glasses an indispensable tool—one that I treat with the utmost care. Imagine my dismay when in the midst of my morning cleaning routine, I heard the frame snap and a lens landed […]
By Peter Lyle DeHaan, PhD Getting my annual income tax return done is one of my most dreaded tasks. Though I keep good records, plan ahead, and take a conservative approach, “tax season” is a source of personal anxiety and trepidation. As I organized this year’s batch of requisite documents for my accountant, I stumbled […]
By Peter Lyle DeHaan, PhD Switching cable TV providers seems to be a biennial event at our house. With our contract up and sign-up incentives over, my wife called our current provider for a better rate. There were none; the call center agent didn’t have the authority to lower our bill. Also, she must have […]
By Peter Lyle DeHaan, PhD A few years ago I bought a new car. Although it wasn’t my practice to take my car to the dealer for maintenance, a new car changed that habit. After all, there was warranty work to be considered and their coupons for low cost oil changes were enticing. About the time […]
By Peter Lyle DeHaan, PhD Last week I experienced poor customer service and great customer service. Both happened the same day – from the same organization. By choice I bank locally. My bank has a main office and two branches. For twelve years, I’ve always used just one branch. When I make a deposit, I […]
Achieve Better Outcomes by Making the Prospect a Priority By Peter Lyle DeHaan, PhD I put off buying things. It’s not because I procrastinate (at least not too much), don’t like making decisions, or don’t want to spend money. Sadly, the reason I often avoid buying what I want or need is simply because it’s […]
By Peter Lyle DeHaan, PhD I’ve been thinking a lot lately about customer service via the telephone, even more so than usual. There are some things that I am excited about, while others are a concern. On the negative side, consider a large telecommunications company that provides cell phone, Internet, and long distance. Another is […]
Use Customer Communications to Strengthen the Business Relationship, Not Ruin It By Peter Lyle DeHaan, PhD Back in the days when I had a physical phone line, my provider changed names. I’m still not sure if this was the result of new ownership or merely a rebranding effort. Regardless, there was much hype surrounding this news, […]
By Peter Lyle DeHaan, PhD Promoted as “a customer service fable,” The Napkin, the Melon & the Monkey is ambitiously subtitled: How to Be Happy and Successful at Work and in Life by Simply Changing Your Mind. Let me confirm that I believe it lives up to its grandiose intention. The inside back cover notes […]
By Peter Lyle DeHaan, PhD I remember calling Visa with a query about my statement. The knowledgeable rep professionally answered my question. After an effective and otherwise satisfying call, he concluded by saying, “Thank you for calling American Express.” I was taken aback, but opted to say nothing. Either he was oblivious to what he […]