How To Say “I’m Sorry” The Right Way

I got an email today from Go Daddy. If you’re familiar with them this week, it is probably because a human error, somewhere in the system, caused many, many websites to break. By “break,” I mean: “stopped delivering your customers to your website.” Things like this happen every day, just usually not on this large…

Cave Dwelling

I heard yesterday (Saturday) was going to be really hot, so I thought it would be cool (pun intended) to hide inside the earth for a bit. Near Mt. St. Helens, Washington, there’s this part of the park called Ape Caves, which is a former lava tube. (Used under creative commons, thanks iwona_kellie! As we…

Should “Influence” Impact Service?

I was involved in a conversation the other day about Customer Service from a brand perspective. I listened intently as this person talked about how they check things like: Klout scores, blog followers, and their perspective on how many people an individual reaches. Then, these “influencers” receive a heightened level of customer care because of…

Guest Post: Service Standards – An Owner’s Perspective

–Schnik’s Note– I have the pleasure of knowing this business owner and I consider them great friends. Gaining the perspective on Customer Service from the owner’s point of view is something I’ve considered doing but needed the right storyteller. Here’s their story. If you’re ever in Camas, Washington, and soon to be Vancouver, Washington –…

I Want You To Help Me!

Many times these last couple of days, I’ve seen people scream out into the Twittersphere, begging for customer service, expecting to get their problems solved, when help is just a phone call away. Twitter isn’t always going to help you. Sure, the best companies may recognize that twitter is a quick-response option to small customer…

Service Failure, Three Ways

Wow. We’ve all had experiences with a utility that makes us cringe. None have made me cringe more than the cable company. It’s a service many of us can’t really live without, yet, there’s no competition in that space. So, we’re forced to endure the worst of the worst when it comes to Customer Service….

Why Won’t You Let Me Give You Money?

I’ve been working with an organization though my workplace. We (my company) have been trying to find a way to offer some sort of sponsorship or partnership, and since the budget was tight, I’ve been exploring it on my own before presenting it to those who sign the checks. My first message went to a…

The Birth of a “Schnikism”

My Friend Wendi Eiland, who is totally awesome by the way (And a totally stellar insurance agent!), made this for me. It truly shows the evolution of how I write. It’s like she was on my shoulder…

What do you say…

…When it is clear that no one wants to hear it? I’ve never been shy about sharing my opinion. That may be an understatement… In my career, I’ve worked for employers who encouraged all opinions, complimentary or contradictory; they felt it was good to see all sides of a situation to get a full perspective….

Fantastic Customer Service: Grace Under Destruction – Woothemes

Wow. Every service provider’s nightmare. Complete and total flat line outage of your service platform. My hat is in hand and I am completely in awe over WooThemes grace and incredible customer service this week past. You see, WooThemes was the target of a rather destructive attack on their servers. It started with this post:…