By Shep Hyken The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. While waiting to board, I noticed a sign advertising Southwest’s concept they call “transfarency.” The sign read as follows: Transfarency [Trans-fair-uhn-see] n. 1. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, […]
My daughter came home from school to visit us over a recent holiday. She was flying on Southwest Airlines and checked a piece of luggage. When the suitcase showed up on the luggage carousel, we noticed the handle was damaged. Bummer! I’ve been through this before. Not happy, I walked into the Southwest office. What […]
This post brought to you by MetLife Small Business. The content and opinions expressed below are that of Susan Solovic. The Internet has had two very interesting, and important, impacts on small businesses. First, it has lowered the barrier to entry for entrepreneurs and second it has raised the bar for customer service. If you […]
How is the economy affecting your small business? Many small businesses blame the economy for their inability to grow, and their outlook remains tepid at best. The NFIB’s Small Business Optimism Index for January was just 0.5 points above November’s historical low.