Mitch's Blog

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 and our […]

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 away […]