August 2009
The Archives
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Customer Service
On Customer Service Part 7: Appearances are important
Make it look like you’re busy
I’ve worked in retail before, so I know that sometimes even though it looks like you aren’t doing anything to help customers, you may in fact be.
But speaking as a customer, I have to tell you that you should be aware of what your activity (or lack of activity) does to the customer’s level of frustration. If I’m standing in line for twenty minutes, that feels like an hour. And within[...]
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Public Transportation
Public Transportation Part 1: Move all the Way into the Car
Step all the way into the car, please
One thing I noticed right away when I started using public transportation is that people seem to be paranoid about being able to get off at their stop. They have this notion in their heads that the train or bus will only stop for two seconds, and that the doors will immediately slam shut before they have a chance to get out.
As a result of this, everyone tries to position himself or herself as close to the door as possible for the entire ride. This, of course, has two effects. First,[...]
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Driving
Regarding Driving Part 9: When Leaving a Parking Space
How long does it take?
I will never cease to be amazed by how long it takes people to get into a car, get it started, and drive out of a parking space.
I know you saw me as you were getting into your vehicle. I know that you know that I’m waiting for your space. I know you know that there are now two[...]
