The Customer is Always Right...

bad customer experience

February 23, 2014

Die Macro, Die

In the customer business, scaling is a true concern. If we’re at our best when we are taking care of people one on one, then how to we scale that up when we have thousands or even millions of customers? For many people, outside of just expanding staff, is to create as many shortcuts as […]

February 13, 2014


Bad customer service stories are everywhere (this is one of my recent favorites from Basecamp), but this one was such a timely and hilarious doozy that I had to share. I’m applying for healthcare via (seriously, the ACA is a godsend) and stopped midway through the process last week to do a bit more […]

January 29, 2014

I’m not a customer, I’m a human.

I hate to break it to you Mr. Bob Meighan of TurboTax, but my name is “Alison”, not “customer”. I’m HOPING you know my name is Alison since you have my damn social security number and every other bit of information about me in your system.  Surely at a multi million dollar company you can […]