Win a Free Book for Your Dad or Two Ravens Tickets

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You spoke. I listened. Many of you thought the offer of a free signed book for your dad for anyone who could get someone with a million plus followers on Twitter to tweet a link to my book, Forgotten Sundays, was too little for too much. That’s why I love social media. We can all adjust on the fly. So here are the new rules: 1. A free, signed book for your Dad (or you) if you get someone who … Continue reading

Customer Communication: Lessons Learned in a Dollar Rental Car Line

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Last week I made a brief trip to Orlando, Florida as part of my book tour and came across a classic mistake made by customer service reps at the Dollar Rental Car counter. I’m not picking on Dollar here. A lot of companies make this mistake. The line at Dollar snaked 12 – 15 people deep at nearly midnight. I couldn’t figure out why Dollar had such a long line so late at night when none of the other car … Continue reading