At least when things go wrong… Today was a busy day. I had a lot of work to do this morning for a client who launched several new membership tiers. I woke up to over 70 emails in an inbox that usually has 3 or 4. Constant chat notifications on Read more
Yes, like dogs… Customer service people love to complain about bad customers. I’ve been guilty of it myself. And sure, it can be fun to share bizarre battle stories. Like the guy who left a voicemail of himself having sex with someone. Or the guy who called from jail, guilty Read more
It’s about the money… I used to be… not the biggest fan of live chat popups. I saw them a lot of places, and they were usually very poorly done. Intrusive, annoying, and if you actually used them, totally ineffective. They are often run by some kind of “AI” chatbot Read more
Problems you caused, by taking shortcuts… A few years ago, the apartment complex I live in was sold. It was, at the time, one of the highest prices ever paid for an apartment complex. The place is huge, even has its own lake in the middle. My balcony looks out Read more
How to piss people off by acting stupid… I like to answer questions on Quora. That’s no secret. Many of you found this site that way. But one thing that never ceases to amaze me is the spam on that platform, especially in the customer service categories. I’m shocked by Read more
How to profit from what people naturally do anyways… I was in Iceland last month. Great country. My wife and I stopped for a few days on our way back from a European trip. Beautiful landscapes, friendly people, and delicious food (including whale meat, which is incredible.) We rented a Read more
If you hear this, prepare for a bad time… It happened to me again today. The first time was with an insurance company, some time last year. I thought I was hearing things at first. Surely nobody could really be THAT stupid, right? As customers, we’ve become used to a Read more
And what you should REALLY be concerned about… As many of you know, I do a daily video answer to question on Quora. What you may not know is how much time it sometimes takes to find a decent question to answer in the various customer service categories. People ask Read more
And why it’s bad for business… Not actually assaulting them. The downsides there are fairly obvious. Most of you know that I regularly answer customer service questions on Quora. And there have been some good ones. But I also see a lot of garbage, throwaway questions there. One of the Read more
Stupidly Simple. Surveys. I don’t know who fills these things out. NOW THAT I’VE FIXED A THING THAT SHOULDN’T HAVE BEEN BROKEN IN THE FIRST PLACE AND WASTED AN HOUR OF YOUR TIME, DO YOU WANT TO WASTE ANOTHER 20 MINUTES FILLING OUT A SURVEY MY BOSS’ BOSS’ BOSS’ BOSS’ Read more