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Sharon Drew’s Rants

A Bad Vendor Experience: how should vendors communicate?
Tuesday, 30 Mar, 2010
A Bad Vendor Experience: how should vendors communicate?

How do we know, in advance, the difference between a vendor who will be terrific, and one who will be hell? One who will do what we want them to do, and one that will blame us when they get it wrong? And how angry are we when we end up paying just to get them […]

Customer Service: United, et al
Tuesday, 23 Mar, 2010
Customer Service: United, et al

What, specifically, is good customer service? For me, it’s about being respected and getting what I’m paying for. Unfortunately, and problematic for companies, everyone wants to be respected in their own way. As a result, companies end up creating their customer service to meet their own criteria. And if someone doesn’t fit the model, too bad. Well, I […]

Whistler.com is a horrific travel service
Tuesday, 16 Mar, 2010
Whistler.com is a horrific travel service

I call Tuesdays my Cranky Tuesday blogs. After all, it’s my blog and I can write whatever I want. And today I want to complain about a travel service that does not serve their clients.
This week I came up to Whistler, BC, to attend the Paralympics to root for my son who is a paralympian. […]

Good Customer Service: what I expect, and how I define ‘good.’
Tuesday, 9 Mar, 2010
Good Customer Service: what I expect, and how I define ‘good.’

I used to have a fabulous beloved insurance agent named Ray Mungia. In a world where customers are merely a number, Ray made me feel like I was his only client. When I had a blow out and my car went into a ditch, he found me money on my policy that I didn’t even […]