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March 2009

Customer Service – A Chance for Redemption

by Pete Abilla on March 24, 2009

In a very tough economy, keeping customers happy should have more considerable weight and attention from companies.  I had a negative customer experience recently at Home Depot, where they had a chance to redeem themselves from a very poor customer experience. On March 18, 2009, I went to Home Depot to buy some tools to [...]

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Off-Topic: Win an AIG Maraca

by Pete Abilla on March 23, 2009

Last night, I was on the floor playing with my toddler and I noticed that he was shaking a maraca — so we had a daddy/baby jam session, with me tapping on the carpet and with him shaking the maraca.  Then, I noticed what the maraca said: “AIG – Sun America”. I thought, “hey, maybe [...]

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Customer Service and the iPhone

by Pete Abilla on March 13, 2009

iphone 4 design

related update: Jeff Bezos on Root Cause Analysis In some organizations, the Customer Service function is largely viewed as a cost center, draining resources of the firm.  I maintain that this viewpoint is largely false and is one that less mature companies support.  I believe that Customer Service is an accurate litmus test of the [...]

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Mind Before Money, Creativity Before Capital

by Pete Abilla on March 9, 2009

My Kung Fu brother and I spoke last week and he taught me something that remains with me: I continue to do Wing Chun because it allows me to create In a business setting, how many of us can say that we enjoy what we do because it allows us to create?   In fact, [...]

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