Tag Archives: service

When Google Burps, We Swallow

Yesterday, I was checking out the “new and improved” Google Now feature on my iPhone, and when I pulled up the weather card, I was met with this remarkable temperature:  125 degrees in the light rain in Jersey City at 11:18 in the morning.

What?

Huh!

I quickly checked my other favorite weather site — forecast.io — on my iPad, and learned the actual temperature in Jersey City was a balmy, but humid, 75 degrees with scattered rain.  A 50 degree bogus increase in temperature is a really bad result from a company you pay to trust.

It was a little alarming to see how bluntly and boldly Google Now delivered the absolutely wrong — and dangerous! — temperature.  Sure, mistakes happen, but there was no subsequent notification, or even acknowledgement later, that the 125 degree temperature was a hiccough in the Google world — and that should concern us all.

When Google burps, we all involuntarily swallow.

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The Art of Conditional Pre-Tipping

Getting good service can be a difficult problem in our indecent, modern, world.  One way of guaranteeing good service is to provide a cash tip to the person assisting you.  In restaurants and in service bays where you are well-known, tipping helps get you good service; but what do you do with the incidental worker you may only see one time, like a moving company team, or a repairman?  How can you make sure they’ll get the job done to your satisfaction within your time requirement window?  Conditional Pre-Tipping is one method I use to ensure excellent, one-off, service.

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When Bad Customer Service Stares You in the Face

When a company does you a disservice, they most often if they are a decent company offer an apology and then try to do something to correct the error. When Elizabeth, Chaim Yosef and I were in Florida recently, we encountered a sort of bad customer service that just kept on compounding itself until I had to stare at the offending party and think to myself, “How is it possible that this person was given a job like this?”

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