by Chuck McKay | Mar 19, 2016 | Customer Focus, Retention, and Evangelism, Customer Service
I’ve just had an unpleasant experience with my bank. Interesting. I called it “My” Bank. Why did I do that? Merely because its the institution I’ve used for several years? I remember why I chose this bank to begin with. I’d just moved to a new...
by Chuck McKay | Jun 1, 2012 | Customer Focus, Retention, and Evangelism, Customer Service, Trophy Catch
Dear Doctor: For a single, brief instant I was your patient. I was new in the community and needed to have my diabetic prescriptions renewed. I didn’t mind that I had to wait five weeks for the first appointment. I like that your practice is that busy. It...
by Chuck McKay | Aug 19, 2007 | Customer Education, Expectations, and Motivation, Customer Service
“Who the hell wants to hear actors talk?” H.M. Warner, Warner Brothers, 1927. “Man will never reach the moon regardless of all future scientific advances.” Dr. Lee De Forest, inventor of the vacuum tube and father of television. “The...
