Howard Yermish, human » customers

Good experience with CPK

Howard Yermish — Tue, 29 Jul 2008 18:10:52 +0000

The other night, we ordered takeout food from California Pizza Kitchen. So I drove across town to pickup the order and back through traffic with the food. But when everything was unpacked, something was missing: the tostada toppings for my wife’s pizza. Needless to say, she was bummed.

As the dutiful husband, I offered to go back and rectify the situation. So I called the restaurant to let them know that I was coming back. The manager got on the phone, apologized, and offered to drive the replacement pizza (plus a couple of free deserts) right to the house.

And even better, the manager himself made the drive and apologized again. Even though it wasn’t perfect with the original order, the recovery was great.

Too often, we blog about bad experiences. That is why I wanted to post this story. It is a simple example of customer service gone right.

Enabling Clients

Howard Yermish — Thu, 03 Apr 2008 03:34:31 +0000

Sometimes in the hectic schedule that is our production environment, one focuses on the task at hand and not the result at the end. What we do for our clients isn’t just creating websites, applications and such.

Our clients use the websites and applications that we create for them to market their products and services, to streamline their business operations, and to use the Internet to make their businesses more profitable.

It is a privilege to work with clients and the sincerest compliments that we receive mean the world to me.

Think Like Steve Jobs

Howard Yermish — Mon, 31 Mar 2008 20:18:24 +0000

Okay, I might be a little obsessed with Steve Jobs and Apple products. But the following quote makes a good point…

“You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.”
- Steve Jobs

There are a few other good business quotes here that are worth reading.

But the point is innovation. You have to think about something that your customers will love before they are asking for it. Otherwise, they might ask someone else.