I continue to read about companies large and small who are struggling in this rough economy. Even some of the titans of the American economy like Sears are struggling (See this recent article by Tiffany Hsu in the LA Times about Sears being dropped from the S&P 500). I know our economy is down, but many companies are actually thriving so what sets them apart. At Coastal Business Supplies, Inc. we have refocused our efforts to make sure that we never lose sight of our company motto “To the extent we serve… We succeed!” We have focused on customer service and truly caring for our customers. So when I recently had an issue with a purchase from Sears.com, I was shocked at the level of service (or lack thereof) that I received. I thought to myself, “no wonder Sears is struggling”. I used to view Sear as my go to place for all sorts of items, but now I have decided to never shop there again. I wonder how many other people have decided that and then I wonder if that is truly the reason that they are struggling. So let me chronicle a couple of key points of what not to do and then also give you some of my thoughts on what to do: Continue reading “How to NOT do Customer Service”