Sunday, 26 June 2011 10:04


I don’t normally complain about customer service. If service is bad, I just don’t tip as well as I normally would, or don’t go back. But recently I have become so irritated by an issue that I have complained twice. And both times I got the same excuse, “…we don’t […]

Thursday, 16 June 2011 10:05

Them’s the Breaks

The Kano Model is a tool commonly used in the product development process to help classify customer wants and needs into one of three main categories. The first category is called Basic Needs.  Basic Needs are customer needs that are usually unspoken unless they are violated.  These types of needs […]

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Friday, 18 March 2011 10:17

Power to the People!

While I was pumping my gas the other day, I noticed an advertisement sign sitting on the top of the gas pump.  The sign said that if all Americans would keep their tires inflated to the proper pressure, as recommended by the manufacturer, we could collectively save 700 million gallons […]

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Wednesday, 16 March 2011 10:18

Service Worthy of a Treat

In today’s world of blogging, there seems to be much more complaining about poor products and services than there is praising good products and services. I think it’s important for us to recognize great service so we can learn from it just as we do with the more commonly discussed […]

Wednesday, 9 March 2011 10:23


  I have owned an iPhone 3GS for about nine months now and will be the first to admit that I love using it.  From day one I found it extremely easy to use and understand.  It was as if Apple personally sat with me and figured out exactly how […]

Friday, 4 March 2011 10:24

Was that good service?

When my family and I go to a restaurant (which is less often with gas prices at $3.50 a gallon) whether it is on the weekend around home or when we are on vacation, we can’t help but observe the service we are receiving like: Do they have what the […]

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Friday, 18 February 2011 10:30

Pay at the Pump

Over the last couple of weeks I have run into the same issue again and again during my morning commute. The situation goes like this, see if it sounds familiar. I get in the car and pull out of the garage only to realize that I need to stop and […]

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