As I sit to write this, it’s 11:00 a.m. and still 8 degrees below zero. We’re looking for a high that will not reach zero today. It would be pretty discouraging if you didn’t have the right gear. But for me, I say bring it on. I’m ready for winter (with a new snowmobile sitting [...]
In the lyrics of 70’s rockers ELP, “Welcome back my friends to the show that never ends, we’re so glad you could attend, come inside, come inside.”
After a few months of self-fulfillment, and recharging of the batteries, I think I’m ready to resume this blog where I left off. I’ve had some great customer service [...]
I just returned from a week in New York City. Paraphrasing what NFL quarterback Jim McMahon said on leaving BYU, “My favorite view of New York was the one in the rear view mirror on my way out.” That’s not entirely true, or course, but there is certainly some truth there.
I had fun in [...]
How (Not) To Drive Customers Away With A Stick
06 Feb
Posted by awebb as Customer Service, Management, Public Relations
Well, I finally did it. After almost 20 years of using the Day Timer time management system instead of Franklin, I made the switch — which probably isn’t remarkable until you know the circumstances. I love Day Timers format. I’ve used it forever and I prefer it. Always have, always will. I have never cared [...]
Shaping Behavior
11 Dec
Posted by awebb as Customer Service, Human Resources, Leadership, Management
In a previous life I spent an inordinate amount of time training retrievers for field trial work. I love training dogs. It is both a rewarding and relaxing experience for me. Having worked with dogs for 30 years, I know that to teach them anything you have to “shape” their behavior. What do I mean [...]
As part of my bid to become more self-sufficient, I ordered everything I needed to begin making my own cheese. I read several articles on how easy it was to make your own cheese, so I bought Riki Carrol’s book on the subject (the de-facto bible on cheese-making) and had a go. Unfortunately, like so [...]
Automated Voice Answering Systems
26 Aug
Posted by awebb as Customer Service, Management, Public Relations
Over the last couple of weeks, I have had to call three different service centers, all of which asked for some information before letting me talk to a real, living, breathing human being. I dutifully and faithfully entered my phone number, account number, etc. only to have the living, breathing (supposedly) human being ask me [...]
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