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I Took My Father's Car Keys This Week. Ten Seconds Later, A Stranger Sold Me.
Harvard audited 2,241 companies and found the average response to a web inquiry takes 42 hours. I filled out a form the morning after taking my father's car keys, and my phone rang in exactly 10 secon... ...more
Customer Retention ,Process & Systems
August 23, 2026•18 min read
Enterprise Promises to Pick You Up. They Couldn't Even Pick Up the Phone.
Broken down 900 miles from home, Enterprise told me my birthday was wrong, then tried to re-rent me the car they had just towed away. Why siloed systems turn good employees into apologists, and the Di... ...more
customer service fail ,Process & Systems
August 17, 2026•25 min read
One Ketchup Packets: How Forgotten Details Quietly Kill Client Loyalty
I ordered Popeyes for 14 entrepreneurs at my mastermind. Twenty biscuits arrived with ten condiment packets and exactly one ketchup. Why the smallest details quietly kill client loyalty, and the audit... ...more
Customer Experience ,Details, Details, Details
August 09, 2026•16 min read
