Great article to learn from in Inc. this month: What’s Wrong With This Picture? Nothing!
One of those mornings-with-coffee-and-magazine where I happened
across an article I ended up ripping out, highlighting and making an
idea list for my own company from.
Like this quote:
"Self-service sounds like it’s about convenience, but it’s making the client do all the work. That is an anti-customer-service message."
— Dawson Rutter, Founder of Commonwealth Worldwide Chauffeured Transportation explains why after buying a $50,000 phone system for his company, they immediately disabled the feature that forced callers to navigate through endless menu prompts. Phone Commonwealth and you are greeted instantly with the recorded assurance that your call will be answered within three rings. "And it is."– Leigh Buchanan, article author