Part II Tale of Two Travels...

Tweet Only one week after the American Eagle situation, I had an experience on a Delta flight from Atlanta to Knoxville that was truly remarkable. Image used via creative commons license via @kevinkluu After boarding the plane, my business partner and I were seated directly in front of the bulk head (the same seat as the other flight). The flight attendant leaned against the flight cabin door with perturbed demeanor. With each question, he would roll his eyes and say something under his breath like, “If...

Customer Service & The Tale of Two ...

Tweet We are all in the customer service business. Sometimes we don’t correctly identify our “customers,” but we are all in the customer service business nevertheless. In the course of the next three posts, I am going to tell two personal customer service stories, and in the third I’ll reflect on some of the principals that deliver a remarkable experience. First Story About three weeks ago, I was returning from Tijuana, Mexico where I spent a week with a group of about 10 guys working...