A Service Fee for Printed Statements? That’s Extortion!

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Yesterday I received my wife’s New York & Co credit card statement and I noticed a charge that caught my attention. It was for $1 and had “Processing Fee” for the Transaction Description. I was a bit confused by the charge so I started reading the bill a bit more carefully to find out what […]

My Paint & Your Brand Are Eroding – An Open Letter to Honda Motors

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Below is a letter to Honda Motors that has been a long time in the making. Please read it and share as you see fit. Thank you for reading! -HTD Dear Honda Motors, I’m writing this open and public letter to hopefully get your attention…again. I will bet that you feel that you have dodged […]

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The DO’s and DON’Ts of Customer Service in a Social Media Age

How many times have you had a bad customer service experience? More than 50% of the time? I will bet that you think that it’s much higher than that even. Most of us tend to remember poor customer service experiences than good ones. It’s easier to gripe and complain about someone NOT doing something to […]

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Twitter Threats and Negotiations

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The Age of Twitter is upon us. All hail the all mighty and powerful Twitter! But also, the age of innocence is gone. There are spammers galore, people who are “social media experts” who have only 8 tweets to their name, and really attractive and scantily clad women who earned $1500 in just 1 day […]

HTD Tech Tip #2 – Be nice to your IT resource!

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Being nice to someone should go without saying. So why is it that people seem to forget this when they need technology help? Is it that people consider Tech Support to be a given, meaning IT help should be provided regardless of how it is asked for? I try to apply “being nice” to ANYONE […]

Tivo, Remember that Customer Service is the New PR

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This post was originally conceived as a rant but now I am writing it as a bit of constructive criticism and advice directed towards Tivo, as well as other companies that do any kind of Customer Service/Support or Public Relations (so that would be most companies out there, right?). We have always been taught that […]