Warning: in_array() expects parameter 2 to be array, string given in /home/otismaxwell/otismaxwell.com/blog/wp-content/plugins/wordpress-mobile-pack/frontend/sections/show-rel.php on line 77
Skip to content

Category Archives: Customer service

Reflections on Black Friday weekend 2017

Black Friday was the catalyst that turned me from a wise-ass cub copywriter, marking time till I sold a screenplay, into someone serious about their profession. Not a few years ago, I got a job as direct mail ad manager at the Broadway, a defunct chain of department stores in Southern California. One of my […]

Bad news for Southwest Airlines frequent flyers

This morning I discovered that the new SWA reservation system automatically cancels you if you book two flights out of the same city on the same day. For example, I’m going to be on the west coast in July but don’t know whether I am coming home directly or continuing on to SNA. So I […]

Thank you internet! Thank you Chris and Cindy Peters for fixing my NuTone intercom!

I recently moved into a house that has a NuTone IMA-4006 Music Intercom system installed. You can press a button and be heard in another room (or from the porch if you are ringing the doorbell) and also play music throughout the home. I know that sounds quaint in these days of earbuds and instant […]

Choice Hotels loses a customer

It was Parents Weekend in Amherst, MA where our son is going to school. We were late in finding a hotel and did not realize when we reserved for that the Quality Inn in Chicopee was over 30 minutes away on a dark, winding,  back road. We arrived intact and politely told the desk clerk that […]

Should you care about email marketing?

Somehow email marketing has become the red headed stepchild of promotion channels. It’s not as pervasive as Facebook, immediate as Twitter or insidious as native advertising. And it’s all too easy to take email for granted and put it on autopilot with a management tool like Eloqua or Pardot. So email gets short shrift in planning […]

The USPS is getting better

Remember my fiasco with the Post Office last holiday season? This year they’re a lot better. They’ve updated their tracking tool, so you know what’s actually happening in their system rather than simply that it is “in transit”. Using this tool I was able to determine that just 1 of my 7 packages arrived in […]

The USPS delivered my package!

6 weeks after shipping to the wrong address, I got a text from the people who live at that address. They had the package, delivered this past weekend. A few hours later, it was finally united with the intended recipient. The report: most contents were pulverized but nut butter and a jar of tomato jam […]

The USPS has eaten my cookies and drunk my maple syrup

When last we checked in on my missing package, and the Post Office fail after I used an old address, it was just before the New Year. I had filed a Package Intercept request, agreeing to pay a fee plus new postage if they would simply redirect the package to the appropriate address. In addition, […]

Why won’t the Post Office deliver my package?

A few years back, Canada got a new Postmaster General. He was presumably a political appointee vs. someone who came up through the ranks, judging from what he said at his introductory press conference. He was asked how he could improve mail service for business mailers and he replied to the effect of, “quite frankly, […]

Why amazon.com is eating bn.com’s lunch

I recently posted about an inane and penny-pinching customer service experience with Barnes and Noble. I also mentioned that I was switching out my iPhone for an HTC One. These two threads have now converged because of what happened when I attempted to resell my old iPhone through the “trade-in program” on amazon.com. I would […]

Social Widgets powered by AB-WebLog.com.