The Show Must Go On

I live on Chicago’s North Side, and two of my favorite places are closed at the moment due to COVID-19. One of these places, called Templestowe Pub, feels like it’s straight out of the old comedy show Cheers. It’s a simple bar with six draft beer lines, trivia on...

Don’t Make Customer Service a Dead-End Job

We drove through several miles of low-rise public housing to reach our destination. A security guard studied us carefully from a watchtower when we arrived at a 20 foot high fence, complete with barbed wire. It was a scene straight out of a spy movie: a covert...

Rethinking Repeat Callers

As customers, we only reach out to companies when we need help. We consider it a victory when we navigate through the automated phone prompts to finally connect with a human voice. It adds insult to injury when our issue is not resolved on the initial call – forcing...