James Cash Penney, founder of J.C. Penney, said, “The surest way for an executive to kill himself is to refuse to learn how, and when, and to whom to delegate work.” How many times have you said to yourself, “If you want something done right, do it yourself”? If your name is on the business, […]
In continuing our discussion of Calming Upset Customers, this article includes insights from two Tuchman Advisory Group members. Anni Lundy, Director ~ Memories Gown Preservation ~ Houston, TX said, “We get our fair share of complaints on a weekly basis coming through our customer service department. We produce a high volume and our customers are […]
A critical recurring question that all retailers deal with is how to calm and re-engage an upset customer. This problem came to my attention once again while waiting in line at a local store. What might have been an easily pacified situation escalated into a very unpleasant encounter. I asked myself how this disagreement could […]
