I recently blogged about arriving in San Diego while my checked bag did not. Southwest had no clue where the bag was, but they promised to deliver it to the Marriott Marquis later that night. Before I left, I made sure they had the correct address, 333 Harbor Drive, because in that checked bag were […]
Category Archives: Customer Service
You Get What You Pay For
Now that I am based in Houston, Texas, I wind up flying with airlines other than Delta. When I was in Georgia, 95% of all my flights were Delta. They dominate the Atlanta airport hub, but other than that, I have also found them to be generally a good partner for being on time, having […]
When You Absolutely, Positively Want to be Disappointed in FedEx
I was traveling this past Wednesday with my Senior Product Executive in Tulsa, OK. Just as we were about to board to return to Houston, she realized she had left her credit card at a local restaurant. She called the restaurant, and thankfully they had her card, but she could not seem to get anyone […]
What is your “Contact Us” for?
It struck me just today: why aren’t people contacting me? Here’s what I mean: over the past several weeks, I have accessed websites and entered my contact information into their “Contact Us” forms. While these forms appear in numerous designs, in essence, they all serve the same purpose: to collect the contact information from someone […]
Getting Your Tone Right …
Do you remember when Target rolled out its EMV (chip card enabled) machine? I know I do! I especially remember how they emanated an obnoxious noise when it was time to take your card out. It was negative reinforcement; why have such a rude noise associated with the new chip card? In fairness to Target, […]
Customer Service – NOT!
Many of us remember the news about the Atlanta airport fire that severely affected travel. As the largest airport in the U.S. by passenger count, anything that affects Atlanta ripples throughout the whole transportation grid. I was scheduled to travel through Atlanta during that time, and like hundreds of thousands, had to change my travel […]
Taking Full Responsibility
In any online system, there is always a chance there might be a break in the service. A service interruption can be related to a hardware malfunction. It can also be a software bug, or perhaps the result of malware or another cyber security event. Regardless of the source, a service interruption negatively affects the […]
Online, seconds matter … Offline for a week?
On February 12th, TD Bank upgraded to a new system for online banking. Directly thereafter, the system became unusable for their customers, who were locked out of their accounts completely. The system remained essentially “down”… for a week. A week! As far as online systems go, that’s an eternity. I’m not sure if they were […]
Innovation Fail – Bank Account Opening Fail
I recently moved to a suburb of Houston and decided I would open up a local bank account. I debated whether I needed one; the fact is, having a “local” bank isn’t really as necessary as it once was. But, I figured there would be advantages to having access to local ATMs and in-branch support […]
Want to be Remembered? Exceed Expectations
In the fall of 2017, I attended the 40th class reunion of Bishop Moore High School in Orlando, Florida. I did not attend Bishop Moore, but my wife did, and we had a great time reminiscing with all of her classmates. What I can tell you is that this reunion was by far the greatest […]