Tag Archives: bad service

Rude Behavior Costs Companies

Posted on September 26, 2011 by John Hunter

Approximately one-third of consumers surveyed reported they’re treated rudely by an employee on an average of once a month and that these and other episodes of uncivil worker behavior make them less likely to patronize those businesses. Customers rarely report such behavior to employee supervisors, and management systems are so poor they don’t deal with this problem (good systems will – Trader Joe’s or Crutchfield, for example) ensuring a relentless cycle of poor employee behavior that leaves consumers angry and … Continue reading →

Posted in Competition, Customer focus, Psychology, Respect | Tagged , , , , , | 6 Comments

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,

Posted in Customer focus, Management | Tagged , ,

Customers Get Dissed and Tell

Posted on February 28, 2008 by John Hunter

There are those rare companies where interacting with them is not a dreaded experience: Trader Joe’s, Southwest Airlines, Ritz Carlton, Crutchfield, Cannon, Groovix. There are not many. And even just providing something that just works is seen as a treat. The all too common dis-service, combined with the internet, leads to Consumer Vigilantes: a growing disconnect between the experience companies promise and customers’ perceptions of what they actually get. … A swell of corporate distrust – exacerbated by high executive … Continue reading →

Posted in Customer focus, Deming, Management, Psychology | Tagged , , , , , , , , | 7 Comments