Customers communicate dissatisfaction—one way or the other. You’ll generally come out ahead if they tell the problem to you directly rather than to the rest of the world. Here’s what happened to United Airlines when they ignored Dave Carroll’s efforts to communicate the problem about his damaged guitar. On the other hand, here’s what happens [...]
My friend Dennis asked me to speak to his class of graduate students at a local university this week on the topic of business communication. It’s not like I’m looking for places to speak, being on an airplane far more days than I care to count. But I hadn’t seen the friend in a while, [...]
Levi Johntson must have texted a powerful apology to Bristol Palin. After going on TV and talk radio across the country for the past 18 months to bad-mouth her family, that apology sealed him his engagement—and, according to some media rumors, an upcoming reality TV show. Whatever. My point? Situations calling for a public apology [...]
While working at home recently, my internet connection went down. During the call to tech support to check out whether it was a coaxial cable problem or a router issue (how’s that for tech talk?), the technician asked me, “Can you tell me how many green lights are blinking on the router?” That I could [...]
