review Archives

Your weekly source of sales, marketing, customer service, and management insight - compliments of ETE REMAN

Don’t Worry, Be Happier

The Soft Touch of Service Recovery

Embracing Change: The Power of Going All-In at ETE

Developing a Positive Perspective One Glimmer at a Time

A Tale of Two Cities

A Tale of Two Cities: well, it’s actually one city, Chicago, and the tale of two trips there in attempt to buy a vehicle with very different results. The lease on my wife’s Subaru Outback is about to expire. So, we did some talking and some shopping and narrowed in on a target vehicle, a […]

Why Do We Still Call it a Product Review?

I’ll come right out and state that this week’s RemanU may have less insights than what you have come to exapect and little to no call to action. Regardless, I’d like to share my experience summary on a recent purchase… It was time to give mom back the push mower I borrowed 8 years ago (don’t worry she has […]

Perception, Assumption, Assertion

My trick to lure you in with the biggest words I know has worked! If you are in business, work in a business, or rely on anyone who does, you are being affected by a process you have likely little knowledge of: the perception, assumptions, and assertions of your potential customers. In minutes customers can […]

The Customer is (Not) Always Right

I’ve come to think that the old adage, “The customer is always right!” is only useful for someone just learning service. It’s a safe way for a new or entry-level employee to operate. In my role handling escalations, responding to complaints and maintaining a company’s reputation, I have come to a deeper understanding, and you […]

When to Respond in an EXTRAordinary Fashion

Most of us have jobs that involve customers and customer service, even if that is not in your actual job title. My question to you today is when is it appropriate to do something extra-ordinary? Chances are, “Do something special for customer,” is not on any forms at your organization, unless you work at Zappos […]

The Do's and Don'ts to Swirly-Proof Your Brand

When you’re a kid, bullying often comes in a few select forms. That neighbor down the street who makes fun of your training wheels. The 6th grader who cuts you in the lunch line every pizza day. Your older brother who insists that you really should quit punching yourself. Your sister who cuts your hair […]

Dear Girl-Who-Knows-Literally-Nothing

Dear girl-who-knows-literally-nothing, Ok, that’s a little harsh. You do know some things – important things like the value of hard work and how to respect your professional elders. But, contrary to popular belief, you do not know it all. No worries, though. You’re really just beginning. In the next 1,460 days (four years for those […]