Customer Service

Sorry, We Choose Us

I tried to unsubscribe from a vendor’s emails, but none of my attempts were accepted. I called the company and was told updates could only be conducted online. The organization claims the issue I am experiencing is abnormal. The new splash page message should read, “We care more about our company’s subscriber numbers than a client’s preference. Therefore, we failed to honor any updates to your account that will impact our metrics.“

Honesty would be less frustrating than non-compliance.

How might we be honest with our clients, even if the truth is not the message they prefer to hear?

Presence

This napkin remained in a hotel stairway for the five days I stayed on the property. It served as a proxy for my observations about the presence of hotel staff in this stairwell and/or their attention to detail. I am not sure whose job specifically details the cleanliness of the common space, but this area was either not routinely inspected, or nobody thought it was their responsibility. I picked up the napkin on my final exit, the litter signifying more than a discarded piece of paper.

What items in your cause await somebody’s notice and action? For a significant case study, see the story behind LaGuardia Airport. It transformed from one of the worst airports to one of the best terminals, but it took $8 billion because nobody acted for decades.