Category Archives: service design

How to Lose A Customer

Posted on July 25, 2010 by Jeff Gothelf

I recently bought a car. It’s a 2007 Mustang GT. It’s metallic gray with custom wheels and I loved it the minute that I saw it on the Paramus Chevrolet dealership lot. Not too long after that serendipitous sighting I … Continue reading →

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Customer Service: The defining quality of service design

Posted on March 16, 2010 by Jeff Gothelf

I own two cars – a Chrysler and a Volkswagen. Periodically they both need to be serviced. I go to the dealerships because of warranty requirements. The Volkswagen dealer is also a Porsche and Audi dealer making it a far … Continue reading →

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