It Really DOES Pay to Schmooze

One of my all-time favorite TV commercials is the classic 1990 United Airlines spot that shows a manager distributing plane tickets to the sales staff so they can visit their customers in person. This was filmed in the days before email and the Web, but even then phones and faxes were viewed as a substitute [...]

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Customer Satisfaction: Time is Precious

Today, there is a big emphasis on productivity in sales and customer service. Increasingly, customers are given tools to place their own orders, check on their status, and so on. In-person sales calls cost hundreds of dollars (some estimates run over a thousand dollars), so an emphasis on efficiency is understandable. And, as a customer [...]

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Avoiding Fairness Dissonance

Most of us attempt to treat each other fairly, and react negatively if we feel we are treated unfairly. We may even react negatively if we see someone else being treated in an unfair manner. Research shows that this sense of fairness isn’t something we learn in school or from our parents (though undoubtedly those [...]

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