I traveled to Austin for a consulting engagement and arrived at AVIS Preferred to pick up my rental car. Normally, my name is on the Preferred board, where you can just find your name, identify the space in which your car is waiting, and off you go. Every now and then, however, I find my […]
Tag Archives: customer service
Getting Screws Without Getting Screwed
A small project required me to make a trip to the hardware store for some special screws. Instead of going to one of the big-box stores, I went to a local hardware store that I frequent, called Miller Hardware. While their total inventory doesn’t match that of their much larger competitors, I have yet to […]
Choice Architecture and the Eye Doctor
I got a call from my eye doctor’s office that went something like this: Me: Hello? Eye Office: Hi, this is Cindy from The Eye Office. Your eye doctor, Dr. Smith, is reducing his office hours. You have an appointment scheduled for January 30th and as he will not be in during that day, he […]