Blog

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

Customer Satisfaction is Only Part of the Service Equation

I went out to lunch with a great client the other day. This is the type of pet client you go to for marketing testimonials because not only does she know the quality of your organization’s work, but also understands the quality of your organization’s...
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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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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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How Does Your Organization Handle a Service Crisis?

I’m sure you have a plan in place for a communications and public relations crisis, a physical crisis, and an operational crisis—but do you have a plan in place for a service crisis? When your client is sick of telling you about problems and ready to...
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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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License to Change

A few weeks ago I went to the Maryland Motor Vehicle Administration (MVA). Stop right here. I know what you are thinking… “David is going to tell us another bad service story and this time, I could have written his blog entry because the MVA is...
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