Business articles by Peter Lyle DeHaan, PhD
By Peter Lyle DeHaan, PhD There was a local coffee shop that I frequent, which given that I don’t drink coffee seems a bit strange. Even so, it was a great place for meetings and I generally found myself there at least once a week. I noticed a free newspaper there. Actually, calling it a […]
By Peter Lyle DeHaan, PhD I recently shared my experience with my office supply chain’s enticing coupon offers. The result was a short-term increase in my buying habits, followed by a prolonged lull. In like manner, years ago, my Internet hosting company embarked on a similar strategy. Their approach was offering discounts. Depending on the […]
By Peter Lyle DeHaan, PhD A couple of years ago my preferred office supply store embarked on a creative strategy to sell me more stuff. And it worked—for a while. They started emailing me coupons that offered nice discounts—if I spent about 50% more than what had been my typical historical purchase. Not wanting to […]
By Peter Lyle DeHaan, PhD The track record of receptionists successfully transferring calls is not good. In fact, based on my experience, successful call transfers actually occur less than half the time. The most common result is being disconnected. The receptionist attempts to transfer your call, but there is no ringing and no music on […]
Use Opt-in Email Marketing With Care By Peter Lyle DeHaan, PhD Years ago, two companies that I “opted in” to receive messages did it wrong—so I voted with the cancel link and opted out. I had happily bought from both and eagerly accepted their requests to opt-in to receive promotional emails. I don’t know how […]
By Peter Lyle DeHaan Change happens. And the rate of change seems to be accelerating. We experience change at home, at work, and in our community. Change happens in our country and around the world. When considering change, there are three general truths: change is opposed, change is a loss, and change is mourned: Change […]
By Peter Lyle DeHaan, PhD I receive calls and emails from people who want to start a call center or contact center. I used to spend quite a bit of time with them discussing the nuances, ramifications, and challenges of starting a contact center or starting a telephone answering service. (They would already be optimistically […]
By Peter Lyle DeHaan, PhD Ten years ago, I have signed up for the “rewards” program at my favorite office supply store. In addition to mailing me coupons and emailing me special offers (which is how I bought a paper shredder for $10), they also keep track of my purchases, which allows me to earn […]
By Peter Lyle DeHaan, PhD In Customer Service is a Strategy, Not a Slogan, I put forward the question: Do you actually provide quality customer service or just brag about it? I then offered a comparison study, based on personal experience in the area of automotive repair. Here is another consideration from the retail sector. […]
By Peter Lyle DeHaan, PhD Some 20 years ago, a shuttered restaurant—just down the street—was being renovated. Excited to have a nice eatery within a couple of minutes of home, our family paid them a visit within weeks of their re-opening. The atmosphere was warm and inviting, the food was tasty, and entrees were not […]