Category Archives: Customer Service

Cop Affirmed I Would Get a Speeding Citation

  On a recent trip to Houston, I innocently violated the speed limit by 6 mph. From San Antonio to Houston, I take Interstate 10, and traffic moves at a good clip. The upper limit is 75 mph, and at some point, my foot pressed a bit too hard on the accelerator and, unfortunately, a… Read More »

The White Glove Treatment

I recently attended a conference, and was intrigued when a speaker discussed the White Glove treatment.  He explained how his organization was inefficient in the onboarding process.  He exclaimed: “Quite honestly, I can’t believe we have any business at all.  We are so bad at bringing on new customers.” Transitioning new customers is a critical function for all organizations.  Marketing has… Read More »

He Graded Papers the Night Before His Death

  Like most people, I often imagine what I will do when I retire. I have a couple decades before that decision will be front-and-center, but it’s never too early to start planning. Knowing how I am, it’s impossible to think that I will stop working cold turkey at age 65. I’m sure that I… Read More »

Border Patrol Asked: “Is This Your Car?”

  A few days ago, I made a trip to Piedras Negras, Mexico, which is a border town right across Eagle Pass, Texas. This is a trip that I’ve made many times over the years, and I have noticed that security is getting tighter and tighter. Today, for example, we are required to show our… Read More »

Attentive Service for the Pretty Girl

I was at a bank here in San Antonio trying to coordinate a transfer of funds. I was a bit confused why my transaction wasn’t processed on time. I completed the paperwork, and called to confirm that all the fields were completed correctly. The discussion with the teller became animated when she hinted that it… Read More »