I recently received the question, “Does your channel protect the brand?” A friend’s elderly mother purchased a new car. She opened the owner’s manual to figure out how to set her favorite radio stations when she got home. Can you imagine her surprise to find that the salesperson had already Read more
Every three months comes that reminder of having to take your vehicle in to have the oil changed. For us, it’s not really a hassle, because we know it will be a good experience. We’ve been going there for over five years, and it never ceases to amaze me that Read more
A couple of months ago, I had to fix a leaking shower in the basement. I had been putting it off, but the stream of water was getting pretty serious. After shutting off the water coming into the house, I quickly dismantled the shower and removed the leaking part. In Read more
A recent Consumer Reports survey found that 64% of customers walked out of a store in the past year due to poor service. An American Express Global Customer Service Barometer survey reported that 70% of consumers said they’d spend 13% more with businesses that provide great service. Three out of five Read more
