No one is excited to go to Discount Tire. You end up there either out of necessity—a puncture, a flat—or out of mere maintenance—rotating tires, season tire exchange. The waiting room of a Discount Tire feels more like a doctor’s office than anything else: no customer is bright-eyed with excitement. The amazing thing is, I’ve … Continue reading On the simplicity of holding open a door
Tag: customer service
On surprise depositor fees and being a Post-It on someone’s desk
A few months ago, a check from my employer covering expenses bounced. Weird, but not a big deal, I thought. I called our business manager and she explained that there was an issue with how the checks had printed. She would just cut a new one for me. This all sounded fine—except for one thing. … Continue reading On surprise depositor fees and being a Post-It on someone’s desk
On improving experiences by focusing on endings
When my wife and I purchased a new car a few weeks ago, there wasn't much negotiating we could do: supply was low, demand was high, and our salesman shrugged off our attempts at moving the price down with a final "I'll sell this car by 2 p.m. today if you don't want it now." … Continue reading On improving experiences by focusing on endings
Taylor Coe 