I don’t know who the original quote traces back to, but “the customer is always right” is one of the most often misused phrases out there. Most often by customers, of course, but also by managers. The full quote is …
Anonymous customer feedback Read More »
In real life, I seldom run into a controller, who’s a jerk. There are some out there, but I chalk it up to them being overworked and underpaid. Flying around California yesterday, I have to say, they all really earned …
All controllers are what? Read More »
Dragging things out is not necessarily always a bad strategy. So many problems just disappear or solve themselves if you just ignore them. I think most companies’ customer support departments deploy this strategy deliberately, but it can also be used …
Copy this number when you’re ready Read More »
Okay, I admit, I only know situations like this from driving my car. It must be ten times worse during tense situations like take-off or landing. Fortunately, my wife barely ever gets startled or scared on the passenger’s seat, but …
Abort! Abort! Read More »
