When there is a problem with a customer do you handle it immediately? Or do you take the low-profile route and let your office staff or technicians face the heat? Big Billy Yeadon tells us how Southwest Airlines handled a stressful situation recently …

IF your customer takes the time and effort to complain, don’t ignore them and NEVER patronize them. You might even actually LISTEN and learn some valuable stuff. American Airlines just hasn’t got the message.

Everywhere you go and every commercial transaction you make should be examined with your “Customer Eyeglasses”. For example, notice what Steve took out of a recent (and very sudden) sojourn to Brooklyn, New York …

Repeat customers that advocate your carpet cleaning services to others are your BEST marketing tool. On the other hand if you mess up …

OK, I justly flogged AA a few hours ago. But what can YOU learn from their pompous, patronizing and totally wrongheaded approach toward recuperating from a service disaster? (By the way, this has been very cathartic! I feel much better now!)

Similarities between airline travel and carpet cleaning?? You better believe it!

OK, OK, Steve doesn’t like American Airlines. But all airlines and all big business are not ALL bad. Let’s look at two of my favorites …