The entire process of purchasing a home is stressful. You start with the excitement of looking and hopefully finding your dream home. Then, you move on to the paperwork. Oh, the paperwork! You provide it, fill it out, probably provide some more. Then you hold your breath until you hear the magic words, “You are […]
Read MoreIn my very first Reman U article 5 years ago I shared a tale of my time in college working at a movie theatre. I did more than just sell nachos at that job, I also learned a few things! One day I came into work to find one of our assistant managers uninstalling the […]
Read MoreIt’s a challenge to make a statement that captures the stress of this Spring. In a few words, it’s a crazy time. And if ever there were a time to celebrate successful customer service stories, those that make a difference, even a tiny one, in someone’s day-to-day, in how much they spend, or in the […]
Read MoreIt’s issue 450 of REMAN U. I was hoping to do something special – a really momentous article, or maybe just one written by Captain Reman himself. But alas, it’s challenging times we’re in. I’m writing this from a table in my home; my son (the Taylor Swift fan) is eating oatmeal beside me in […]
Read More“Oh man, that angry customer Stanley that I just spoke to is back on my line. Who wants to deal with this?” “You should probably get a manager.” “Yeah, I could hear that call, sounded brutal.” Sound familiar to your shop or call center? It shouldn’t, it but probably does. The hot potato at your […]
Read MoreKnow what drives me crazy as a customer? Bottlenecks and constraints in businesses at the worst place in the customer experience: the register. In the last week, I visited a Target and a Home Depot and had a positive customer experience right up until checkout. The cash register is the last area you want to […]
Read MoreToday’s story comes from a trip to the grocery store, the one with the parrot if that helps you connect to the tale. Immediately I had a favorable impression of the checkout clerk, Aiden. He had great posture, a smile on his face, and an energy about his work. Our, “How are you this evening?” […]
Read MoreI’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 […]
Read MoreA couple of weeks ago, my furnace kicked off sometime in the middle of the night. In the morning, it was cold. Really cold. And I have a baby. We solicited the advice of friends and family, tried those little tricks you should try, and then began the calls to see how soon someone could […]
Read MoreSo, I’m in Chicago last weekend with my family and decided to take Baby Marlow, our 3 ½ -year-old daughter, to American Girl on Michigan Avenue. I knew I was in for an expensive trip, but I wasn’t prepared for the single most ridiculous thing that has ever happened to me at the register in […]
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