August 31, 2007

What's a Reputation Worth?

By Bob Weir
Do you ever get the feeling that customer service is as much a part of the past as drive-in movies and typewriters? How many people have horror stories about the way they've been treated by so-called "service providers" who haven't a clue about how to deal with customers. A woman comes home from work, parks in her garage and realizes she doesn't have the key to the door from the garage to the house. She calls a local locksmith and they tell her someone will be there shortly. Two hours later, a teenaged man shows up and tells her he's sorry to be so late, but he got stopped by a police officer on the way and was issued a traffic citation. He then looks at the lock, takes out a plastic credit card, and slides it between the door and the frame, releasing the retractable bolt. The woman, knowing the cost of the service call is $55, plus $75 per hour for any labor needed, asks the young man for the bill. He calmly hands her an invoice for $130, plus tax. Now, his...(Read Full Article)