You WILL encounter angry customers. It’s inevitable. So you need to learn to deal with them correctly. Deal with them incorrectly, and the situation can backfire. Here’s a story of how I recently dealt with an angry customer. As a producer of information (my blog), my main customer is my email subscriber. Last week, I had one of my customers email me with a request: he wanted to receive my blog posts by email once a week instead of multiple times a week. I replied telling him I’d look into it. A few days later, before I had a chance to solve the situation, he unsubscribed.  I had … [Read more...]

You’ve heard it time and time again: Groupon hurts small businesses. I’ve talked about it, and so have other bloggers. But check this out. Never would I have thought Groupon could cause a customer mutiny. What Happened? About a month ago, the yoga studio YogaWorks offered a special through Groupon to new customers: get $176 worth of classes for $50. The deal was a success...a bit too much of a success. My mom, who is a member at YogaWorks here in El Segundo, told me “regular” customers weren’t able to get a spot in many of the classes because there were so many new, … [Read more...]