The Revolutionary Process for Achieving Extraordinary Results

Posts by Mike Westra

Great Customer Service

Great Customer Service

A couple months ago I wrote a blog about two distinctly different responses from one company’s customer service department (A Tale of Two Phone Calls).  The problem I was discussing was that the level of customer service that a person receives from this company was very dependent on which customer service representative answered the phone.  […]

Learning to “See”

Learning to “See”

A friend of mine told me a story the other day that got me thinking about people’s inability to “see” waste.  The story goes like this… My friend currently owns two houses; one he lives in and one he leases out through a property management company (we’ll call Company X).  Periodically Company X needs to […]

Them’s the Breaks

Them’s the Breaks

The Kano Model is a tool commonly used in the product development process to help classify customer wants and needs into one of three main categories. The first category is called Basic Needs.  Basic Needs are customer needs that are usually unspoken unless they are violated.  These types of needs don’t add to the overall […]

A Tale of Two Phone Calls

A Tale of Two Phone Calls

Recently my family decided to start a garden in our backyard with some friends of ours.  Last fall we sat down and collectively decided what and how much we wanted to grow.  Then, each family went on-line and researched the best places to buy the vegetables that we were interested in growing.  We both decided […]

Power to the People!

Power to the People!

While I was pumping my gas the other day, I noticed an advertisement sign sitting on the top of the gas pump.  The sign said that if all Americans would keep their tires inflated to the proper pressure, as recommended by the manufacturer, we could collectively save 700 million gallons of gasoline per year.  The […]

iConfused

iConfused

I have owned an iPhone 3GS for about nine months now and will be the first to admit that I love using it.  From day one I found it extremely easy to use and understand.  It was as if Apple personally sat with me and figured out exactly how I would want to use the phone […]

Scenerio’s : Complimenting What...

Scenerio’s : Complimenting What You’ve Heard

Developing a product that will stand out in the market place is a difficult task.  That task is a little easier when the market place is still developing; as is the case in the tablet market today.  With relatively few offerings to choose from, it shouldn’t be too difficult to make yours stand out above […]

Pay at the Pump

Pay at the Pump

Paying for gas at the pump is supposed to save you time. Not allowing the customer to finish the transaction at the pump is poor customer service.

Calendar

October 2017
M T W T F S S
« Feb    
 1
2345678
9101112131415
16171819202122
23242526272829
3031