All articles by Garrison Wynn

  1. Losing the Big-One: Salvaging Lost Accounts by Garrison Wynn

    After careful consideration, we have chosen our vendor, and it's not you."

  2. Customer Service Is Dying- and I'm Not Feeling So Good Myself by Garrison Wynn

    Have you ever called a company and been greeted with the phrase "Hold, please"? How do they know you can hold? They don't even know who you are. Maybe you can't hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire. Then you finally get someone on the phone, only to be told, "I can't actually help you; I'm just paid to apologize, and I'm really