Mitch’s Blog

Yesterday I took my mother and grandmother to the Cheesecake Factory in the Rochester area because it’s become my mother’s favorite restaurant. It became my mother’s favorite restaurant once I introduced it to her back in March, so I knew she’s enjoy herself.
My initial thought was that I was beating the crowd in taking [...]

I went to the Liverpool Chamber of Commerce presentation today where the topic was “Learn How To Outsell, Out Manage and Outperform Your Competition“. It was put on by James McEntire of James McEntire Consulting (who doesn’t have a website; we talked about that one).
During the presentation, a big topic discussed was [...]

I went to the official opening of a new hotel in my area this evening, the Maplewood Inn. They opened it up to the local chambers of commerce because they wanted us to see all the work they’d done on the property.
I hadn’t realized that it was considered as part of the Days Inn [...]

How many customer service people does your company have? How many does it need?
It’s an interesting question. Some would say it depends on the size of the company, and they may or may not be right. Some might say it depends on the complexity of the issues that a company might have [...]

Sometimes it takes a hammer to make someone do the right thing, and unfortunately, if you ask me, that’s the wrong reason.
In this case, I’m talking about Walmart and its reversal of what was initially a bad decision in trying to take back money it paid for a woman’s health care. The quick detail [...]

I went to a seminar this morning put on by the Greater Liverpool Chamber of Commerce. The topic was Keeping Customers For Life, presented by my friend Beverley Griffo of Northland Communications. Basically it was a customer service seminar geared towards business owners, talking about how there are some things we allow ourselves [...]

First, the latest TTM Consulting Newsletter, Privacy? Not Any More, is now available.
I’ve been reading a lot of things lately about customer service and computers, and I was drawn to a story about Comp USA and how they had so many serious customer problems that it’s probably what led to the company pretty much [...]

I go out to dinner often, and whether I order water or diet soda, these folks, most of the time, put lemon in my drink if I forget to ask them not to. I don’t like lemons, and outside of lemon meringue pie, I’m not overly crazy about the flavor either.
So imagine my reaction [...]

It’s never a good thing when large companies start irritating a bunch of their customers. It’s much worse when they start alienating people who have a large forum to tell others what’s going on that’s bad.
In this case, though I rarely mention names, since it’s not my gripe I’m going to bring light to [...]

This is the title of my latest newsletter, on customer service issues. It was based on a story a friend was telling last week about a phone call she’d received from the credit department of one of the major department stores, saying that she’d missed making a payment and they were going to take [...]