Comment on Node ant

Donald Converse — Wed, 09 Jul 2008 20:14:35 -0400

Nice job Bud. I like the Emerson touch too.

Don Converse

A Letter to Walmart

Donald Converse — Mon, 07 Jul 2008 21:23:30 -0400

It has been a while since I published a letter from one of my readers.
I get several comments via email concerning typical customer service
problems we experience daily, but this letter goes into much detail
describing a particular frustration that may be familiar to many
consumers. The problem is, the customer placed an order online and paid
extra for overnight shipping. The items ordered arrived three days
later. The company is Wal-Mart - the largest retailer in the U.S.
However, as you will soon find out, large does not necessarily mean

Thank you Herb!

Donald Converse — Sat, 28 Jun 2008 18:32:15 -0400

Every business magazine and business student knows something about
Southwest Airlines (SWA). My favorite business leader, Herb Kelleher,
who was so significant in making SWA the admired company it is today
has retired as Chairman of the Board. I have held off talking about
this wonderful company because I was certain that I would only be
redundant. I choose to add my two-cents today because airline customers

Fast Talk Response -

Donald Converse — Sun, 01 Jun 2008 23:50:33 -0400

More bicycle riding and a new Hybrid.

Moments of Truth

Donald Converse — Thu, 22 May 2008 16:01:22 -0400

Products alone can no longer sustain a company as a market leader, nor
can products alone be depended upon to build a small business.
Companies across all industries must treat customer service
as their primary product - one that can be constantly improved.
Providing quality service does not simply provide a competitive edge;

Customer Service Vigilantes

Donald Converse — Tue, 06 May 2008 15:47:17 -0400

A swell of distrust toward corporate America, exacerbated by
off-shoring of U.S. jobs - followed by lay-offs of thousands of
employees, incredibly high executive salaries and higher than ever
profits by certain industries. In the annals of customer service, we
may be experiencing more consumer vigilantism than ever before.
Frustrated by the usual Asian-accented call center customer service
rep, customers are sending "email bombs" to corporate executives or
going straight to the top after uncovering direct numbers to executive

Fast Talk Response -

Donald Converse — Mon, 28 Apr 2008 03:33:56 -0400

User reviews give you an opinion from first hand experience, not from someone who was paid for their opinion.

Comment on Node ant

Donald Converse — Mon, 28 Apr 2008 03:31:50 -0400

I agree Ray. Nicely said from a generous tipper.

DJC

A Different Tipping Point

Donald Converse — Wed, 23 Apr 2008 18:33:33 -0400

I have often wondered what the correct amount is to tip someone providing service. I also wonder how the custom of tipping ever came about in the first place. After years of adding a tip to the bottom of a restaurant bill of 7%, one day, about 20 years ago, it became 10%. Ten years later it was 15%. Who comes up with these amounts? Is it still 15% or has it changed again without my knowledge? Am I going to be embarrassed next time I pay for dinner at my favorite eating establishment?

Comment on Node ant

Donald Converse — Wed, 02 Apr 2008 15:59:08 -0400

You make a fair observation Kevin. I have to think that since I go to a least one Starbucks a day (and probably hundreds of times in my life) I can draw from more experiences, but in customer service the one or two bad experiences is all it takes to leave a bad taste in one's mouth. Also, a geographic culture difference may influence how customers are treated which contributed to our experiences. Regardless, I have to stick to my feelings and my admiration for the company based on my own experiences. You are certainly entitled to feel the opposite. Thanks for your comment Kevin.