Blog

Answering your questions about security, strategy, cloud, budgeting, service, culture, and more.

Products Aren't Personal; Interactions Are

I just bought a Samsung Galaxy 3 phone and was excited when it arrived. I eagerly opened it up only to find that it had been delivered dead in the box. Understandably, I was frustrated. I called customer service, they said this had been happening a lot...
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Measure Twice, Cut Once

It’s an old saying that probably everyone over the age of 25 has heard at least once in their lifetime. Essentially, it means take time in preparation to reap the benefits later. These four words prompted an interesting service discussion at a recent...
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The ABCs of IT: A Guide to IT Acronyms

It’s no surprise that one of the few professional industries named by an acronym is also defined by them. The field of Information Technology, more commonly known as IT, is rife with acronymic jargon. And, in an effort to minimize the head-scratching...
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Gold Medal Service

If you follow my blog, you know that my girlfriend’s car’s transmission just died. What you don’t know is that we bought another car and I was absolutely blown away by what happened during the purchase process. Elaine (my girlfriend) and I had done our...
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Don't Band-Aid It

My girlfriend just found out she needs to replace the transmission in her car. It is going to cost $6000. This, in and of itself, is upsetting because it is a significant investment; what’s more upsetting is the fact that we brought it to the attention...
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Values-Based Service

My colleagues and I were in a client meeting a few weeks ago. Right after we presented our technology recommendations for the coming year and were just about to go into the budget portion (detailing significant investments over the course of the next 12...
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The Customer is Always...You

My girlfriend and I went out to dinner a few weeks ago and we had an exceptional waiter. More than just refilling our glasses at the right moment or getting all of the orders right, he made service an art form—and took creative license. Case(s) in point:...
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Service is Service is Service, Right?

Wrong. Let’s talk grocery shopping. I love to grocery shop. I am a loyal customer at my chosen grocery store, the staff is always friendly (although I rarely encounter the same person twice), and I have a rewards card which helps inform the coupons I...
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Does Your Organization Have a Service Recovery Plan?

Well, does it? What is your remediation plan when your service doesn’t meet your clients’ expectations? The point at which things go wrong—and you begin to respond—is the moment at which your service is judged. For Christmas, I wanted to get my...
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Using Service Powers for Good

I traveled to South Carolina a few months ago to meet some buddies. As always, after I deplaned, I walked over to the Enterprise counter to pick up my car. When I got in my car, though, it was really dirty… so back to the counter I went. The Enterprise...
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