“It’s not too expensive. You’re too cheap.” Today’s email is part 2 of the 80/20 Service series Things Problem Customers Say. Find the whole series here. Unfortunately, we all have budgets. Some are higher than others, to be sure, but even the richest billionaire has some things they can’t afford Read more
And don’t tolerate customers who do either… Anyone who has done any customer service knows what I’m talking about here. Charge money for literally anything, and SOMEONE will come out of the woodwork calling you a scammer. This investment newsletter didn’t triple my portfolio in 2 weeks. Scam! This book Read more
A case for customer service scripts? I’ve been thinking a lot about words lately. The topic seems to be coming up everywhere for me. The power of not just what you say, your general message, but also the specific words you use to say it. This has very powerful implications Read more
It’s about expectations… What does good customer service look like? What does it mean? There are as many answers to this as there are people thinking about it. Same with bad customer service, if you want to think about it that way. Some things are obvious. I’ll categorize these as Read more
Because. I did some work from Starbucks today after my haircut. There was a guy in the corner with a large coffee and small can of Coke. The whole time I was there, he alternated between sleeping and SCREAMING into his phone at someone in what sounded like Italian. Ahh, 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
Despite their TERRIBLE customer service… I’m writing this email from a brewery down the street from my place. Why? Because my internet is out at home. My first thought when I realized what was going on was “Oh fuck, I’m going to have to call customer service… at COMCAST!” If Read more
Most people are prioritizing the wrong skills… What do most people do when they become concerned about their personal safety? Maybe they take a martial arts class. Buy a gun or knife. Take tactical shooting lessons. Work their way up to higher belts in karate or jiu jitsu. And all Read more
Most get this backwards… The US stock market is extremely complex. Add in things like private companies, real estate, cryptocurrency, commodities, bonds, currency markets, and collectibles and it gets even worse. And each of these things, each company, each stock, each piece of data, is influenced by more factors than Read more