Tag Archives: bad customer service

United Breaks Guitars

Posted on July 7, 2009 by John Hunter

Unfortunately companies like United have created cultures where people take pride in doing their job poorly. And the continued long term customer hostility companies take shows no sign of letting up. My suggestion is to take Southwest or Jet Blue … Continue reading →

Posted in Customer focus, Management, webcast | Tagged , , , | 2 Comments

Disruptive Innovation Example: Eliminate Your Phone Bill

Posted on January 9, 2009 by John Hunter

Clayton Christensen’s ideas on disruptive innovation are very powerful. I have written about Innovation Thinking with Clayton Christensen previously. Here is an example of such innovation. All you need is a broadband internet connection and you can Kiss your phone … Continue reading →

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Making Life Difficult for Customers

Posted on September 27, 2008 by John Hunter

Companies seem to think technology is an excuse to provide bad service. Or maybe they don’t need any excuse at all to do so, based on how often they provide bad service. My latest experience with lame pointy haired boss … Continue reading →

Posted in Customer focus, IT, Management, Software Development | Tagged , , , , , | 5 Comments

Gobbledygook

Posted on August 21, 2008 by John Hunter

How is this for Gobbledygook? Your home banking access code is expired! You must change your access code at this time. Your access code: * may be between 4 and 20 characters in length * must not have been changed … Continue reading →

Posted in Customer focus, IT, Management, Software Development | Tagged , , , | 2 Comments

Not Exactly Lean Packaging

Posted on July 23, 2008 by John Hunter

HP shatters excessive packaging world record Stephen said: “Imagine our excitement as we opened it, hoping against hope that it might contain a copy of some c-class virtual connect firmware that actually works.” Sadly not. What the überbox did contain … Continue reading →

Posted in Customer focus, Lean thinking, Management, Process improvement | Tagged , | 1 Comment

Verizon Provides Lousy Service = Dog Bites Man

Posted on July 3, 2008 by John Hunter

It is obvious a few companies don’t have any ability to, provide even just reasonably bad service (for them the goal of decent service is so far away as to not be reasonable). How often do Verizon (based on their … Continue reading →

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Why is Customer Service So Bad?

Posted on May 24, 2008 by John Hunter

Why is it? I really don’t know. It drives me crazy though – having to put up with horrible service again and again. Is it possible that only a few people actually care about service? I know I care about … Continue reading →

Posted in Customer focus, Management | Tagged | 7 Comments

Change Your Name

Posted on December 28, 2006 by John Hunter

Best Buy Asks Man To Change Name [the broken link was removed]: Turns out if your last name is less than three letters, the online sign-up isn’t an option for you. Companies often put up barriers for no reason, then … Continue reading →

Posted in Customer focus, IT, Management, Software Development | Tagged , , , , | 6 Comments

No Customer Focus

Posted on November 3, 2006 by John Hunter

John Battelle writes the excellent searchblog. A recent post, Rant: The Comcast HD DVR Is Simply, Terribly Awful, provides another example of a company lacking customer focus. See the comments for even more confirmation of the lack of customer focus. … Continue reading →

Posted in Customer focus, Fun, IT, Management | Tagged , , , | 4 Comments

Our Policy is to Stick Our Heads in the Sand

Posted on June 28, 2006 by John Hunter

Conversation with Boston Volkswagen [the broken link was removed] by Paul Graham I recently looked into getting a new car. The Kafkaesque conversation that resulted would have been funny if it were happening to someone else. If only Volkswagen could … Continue reading →

Posted in Customer focus, Innovation, IT, Management | Tagged , , , | 2 Comments