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But when I picked her up, I got a long, nasty lecture from the groomer about the difficulty of the task and a bill for $120. I recently took my border collie to be groomed and was told it would cost $75. But be awfully careful about how you communicate that. Guess whose independent bike shop is thriving while his competitors are getting slammed by the superstores? You guessed it.Īdopting an air of superiority. He gives away anything that costs less than $1 in his store.

#Takenote solutions early intervention fundamentals free

News flash: free is good! My friend, Chris Zane at Zane's Cycles in Branford, CT knows this intuitively.

A $6 bottle of water in my room? Charging for blankets and pillows on an airplane? Frankly, I'd rather they just increase their base rates and include everything they're making us pay for, since even the illusion of 'free' is better than feeling nickel and dimed. Airline and hotels are the worst when it comes to this.

Frankly, I'd rather dust off the tent in my attic and camp that weekend or, better yet, check out Airbnb to see who might have a room to rent. Imagine my surprise when I called the Ithaca Holiday Inn to reserve a room for graduation in 2013 (that's right) and was told that a standard room would cost $425 a night with a three-night minimum! The explanation: 'It's graduation weekend.' My response: 'But that's price gouging!' Their retort: 'Everyone does it.' I'm sure they do, but that doesn't make it right. So reservations for graduation must be made literally years in advance. My son goes to school in Ithaca, NY, a lovely little city with a very limited number of hotels. Be consistent and follow through, for heaven's sake. That actually irritated me more than if they had never contacted me at all. That got their attention and they emailed me and called, which was nice, except that after promising to follow up and help me solve the problem, they disappeared. Several calls to customer service got me nowhere, so I resorted to complaining on Twitter (always my last option). Every time I make a reservation with it, it's rejected, even though my card is active and usable everywhere else. I've been a loyal Hertz customer for years but lately, the company doesn't seem to like my American Express card.

Pretending to care, then dropping the ball. It would have been great to hear a little bit more about what happened and why it will never, ever happen again. 'We have corrected the situation and a $2 credit will be applied to your account automatically.' Wow. 'We apologize for any inconvenience this may have caused,' it said. In fact, when the problem was finally fixed, one of the first emails in my in-box was from Optimum, wanting to sell me additional services for $9.95 a month! Are they serious? The next day, I did receive an email from Cablevision. There was no explanation, no accurate estimate on when the system would be up again, and certainly no sincere apology. For those of us who work at home, it was a disaster. Last week, Cablevision's Optimum, which is my Internet service provider, left customers in my area without access to email for almost 24 hours because of a server crash. The good news: the bar is pitifully low these days. Avoid these seven deadly sins of customer service and you'll be well on your way to one-upping the competition. Wake up, business owners! In a world where everything eventually becomes a commodity, great service is a differentiating factor that you can hang your hat on. Is customer service getting more abominable by the moment or is it my imagination? Last week, my latest service nightmare (more later), made me think of previous customer service offenses, many (but not all) by large companies.