Sunday, December 05, 2010

When bad customer service is good

Customer service and doing it well is something that gets pushed into all of us every day. You learn from early on in your career that the better you treat the customer, the better chance you have to be successful. Plus there’s even a cottage industry of speakers, classes, and consultants to talk, teach and drive good customer service. But this past week I read the most amazing story on going “opposite” of customer service- by bullying and abusing your customer to build your online base upon negative comments. (truly an effect of working in the internet world with page views and ranks) It’s simply mind blowing and the article can be found HERE. It’s quite the read and simply amazing that this “opposite” approach could actually work if dialed down just a bit. Treating your customers badly and it working? Talk about putting the world you know on its ear!

-- Last week’s ABI column brought a lot of good feedback- one angle that was brought up by someone much more astute than me was the fact these are “billings” and as we all are experiencing contraction of available business (and stupidity) is driving prices down- so billings are probably less as well. I mean you have to figure architects are working off of smaller margins too right?

-- Thoughts going out to a former co worker of mine Dan Luna. Heard he is battling a significant health issue. Mr. Luna is a tremendous guy who I know can overcome anything in his path…. The guy has the ability to build nuclear reactors (probably the only guy in our industry who can) so I know he’ll get through this. Thoughts and prayers to him and his family during this time.

-- Lots of LEED news this past week. Glass Magazine linked to an interesting article that talked about the growth of the green building segment- though I swear any future prediction by McGraw Hill has to be taken with many grains of salt. Also in a very interesting article HERE on passive homes, LEED takes a shot to the chin too. In any case green no matter how you slice it continues to drive conversation.

-- Pretty bummed that the US lost its bid for the World Cup in 2022. What a cool event and it would’ve been a neat experience for the States. The US lost to the country of Qatar. Not sure how the whole Qatar thing will work out but considering their approach to human rights and their hatred of Israel (if you have a stamp from Israel on your passport, they won’t allow you in) I am not real positive.

This week we dedicate the links to our friends across the pond… all three come from the British.

-- What brought the Dinosaurs to us? Yep it had to be Global Warming.

-- It’s funny I see this a ton nowadays… Teachers sending out reports with spelling and grammar errors.

-- And this may be the worst soccer team in the history of the world. I’m guessing none of these guys will see the World Cup…

Simply crazy finish to a High School football game… very rare that these plays work, but this one did… the 2nd angle about ½ way through the video is better to watch by the way.

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