Consumerism - Customer Service

February 1, 2012

Interview with Pamela Oakes, author of the book Car Care for the Clueless: (...or How To "Make Money" While Maintaining Your Vehicle) (Volume 2)

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Mike Carruthers:
Does it really matter what brand of gasoline you put in your car? Apparently it does.

Pamela Oakes:
A group of automotive manufacturers got together with petroleum companies and said you know for our vehicles to have the best miles per gallon and the least emissions we need the specific formula in our fuel. 
 

January 31, 2012

Interview with Pamela Oakes, author of the book Car Care for the Clueless: (...or How To "Make Money" While Maintaining Your Vehicle) (Volume 2)

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Mike Carruthers:
You go to start your car and the battery is dead, so what do you do? Well usually you grab the jumper cables.

Pamela Oakes:
Please, please, please if you have jumper cables get rid of them. We don’t anybody to be using jumper cables anymore.
 

June 24, 2011

Interview with Robert Cialdini, author of the book Yes!: 50 Scientifically Proven Ways to Be Persuasive

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Mike Carruthers:
People are pretty predictable. And you can use that knowledge to persuade them. Take restaurants for example…

Robert Cialdini:
If they put on the menu, "This is our most popular item," it immediately becomes more popular.
 

May 6, 2011

Interview with Lauren Fix Spokesperson for The Care Car Council

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Mike Carruthers:
You really can improve your car's gas mileage.

Lauren Fix:
The first thing you can do actually costs nothing and that is tighten down your gas cap. Last year 147 million gallons of gas evaporated because of broken, missing or loose gas caps.
 

February 7, 2011

Interview with Robert  Siciliano, Security Expert for McAfee.com

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Mike Carruthers:
You know what’s really scary? – cyber-crime because we’re all possible victims of a business that’s very, very lucrative.

Robert  Siciliano:
McAfee did a study not too long ago and determined that we’re at about a trillion dollars as a result of cyber-crime.
 

October 5, 2010

Interview with George Lucas, co-author of the book The One Minute Negotiator: Simple Steps to Reach Better Agreements

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Mike Carruthers:
The whole idea of negotiating turns a lot of people off. But it has a lot to do with how you look at negotiating.

George Lucas:
A negotiation is the process through which 2 parties, whose initial positions don’t match up, work at an effort to reach an agreement.
 

September 27, 2010

Interview with Lori Jo Vest, co-author of the book Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan

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Mike Carruthers:
If you’re having a problem with a store or business, remember the number one rule of customer service.

Lori Jo Vest:
Never accept a, “no” from someone who doesn’t have the ability to say, “yes”.

August 27, 2010

Interview with Lynette Padwa, author of the book Say the Magic Words : How to Get What You Want from the People Who Have What You Need

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Mike Carruthers:
If you want to get good service at a restaurant, be a good customer.

Lynette Padwa:
If you go into a restaurant frequently - leave a decent tip (that's twenty-percent, even at breakfast) and when they come over to take your order, say hello, look them in the eye, treat them like a person.

August 3, 2010

Interview with Alexandra Spunt, author of the book No More Dirty Looks: The Truth about Your Beauty Products--and the Ultimate Guide to Safe and Clean Cosmetics

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Mike Carruthers:
When it comes to cosmetics and the personal care products you buy, you assume the ingredients are safe and they may be, but…

Alexandra Spunt:
Essentially the cosmetics industry is what you call self regulated. So no one’s really checking up on these things.
 

June 15, 2010

Interview with Tony Hsieh, author of the book Delivering Happiness: A Path to Profits, Passion, and Purpose

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Mike Carruthers:
People complain a lot about the lack of customer service so why don’t more businesses pay attention to it?

Tony Hsieh:
I think it’s because the pay off is probably usually 2 or 3 years down the lines so it’s more just about weighing what’s going to benefit the bottom line in the short term versus the long term.