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@JayBaer @ann_m_stone I felt the same way. Not sure what walrus adds and now people commenting are using it in a condescending manner. To me, that's another lesson here. Your words have connotations and you chose to use "walrus" as a descriptor and now the people you influence are using it as well.

2 years, 2 months ago on What We Can Learn From Me Getting Kicked Out of a BBQ Contest

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@ginidietrich@Mark_Harai See Scott Stratton's post. He actually started liking posts that upheld the other POV after his apology.

2 years, 11 months ago on Boners BBQ, Papa John’s Need Crisis Coaching

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I think to be 100% fair you need to mention that Papa Johns was on this Saturday night and did not take the weekend off. I thought they actually managed the issue pretty well.

2 years, 11 months ago on Boners BBQ, Papa John’s Need Crisis Coaching

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I thought about this post today when I was boarding Delta. As usual, they oversold the flight and were looking for people to "take the bump" for $300 in Delta bucks. A woman came up to the counter timidly and inquired about the offer. You could tell she did not travel that much and was not concerned with the offer, but what it was. For those of us that fly often, the "bump" is pretty standard. However as she asked her questions, the counter person was not listening and kept repeating "it is $300" and then in an ultimate sign of disrespect held her fingers up and said "$100, $200, $300."

The service didn't get much better on the plane as an Asian woman asked where the bathroom was and got an over-enunciated answer.

Delta's wi-fi promotion in early 2011 always made me laugh- free access to Facebook and later Twitter. Their customer service rarely lives up to standard in my experience and yet they were giving away a megaphone to unhappy customers.

Thanks for the post.

3 years ago on Social Business Is About Actions Not Words

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@JayBaer@mthompson55 No worries. Love the post.

3 years ago on Permission is the Enemy of Speed

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Working with several large organizations, you can hire and pay someone as much as you want and they would never have the knowledge to answer every question. Even a seasoned vet does not know everything. One thing I think that may have been overlooked is that speed and not knowing can live together. Customers want to be acknowledged and there is nothing wrong with setting expectations by saying "I have reached out to the ____ department or _____ person and will have an answer for you by _____ time."

3 years ago on Permission is the Enemy of Speed

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