From the fabricator: When bad customer service is good

Good customer service is something that gets pushed into all of us every day. You learn early on in your career that the better you treat the customer, the better chance you have to be successful. Plus, there's a cottage industry of speakers, classes and consultants to talk, teach and drive good customer service. But this past week I read the most amazing story on going "opposite" of customer service by bullying and abusing your customer to build your online base upon negative comments (truly an effect of working in the Internet world with page views and ranks). The New York Times article can be found here, and it's simply mind blowing. It's quite the read and simply amazing that this "opposite" approach could actually work if dialed down just a bit. Treating your customers badly and it working? Talk about putting the world you know on its ear!


  • Last week's ABI column got a lot of good feedback. One angle that was brought up by someone much more astute than me was the fact these are "billings," and as we all are experiencing contraction of available business, billings are probably less as well. I mean, you have to figure architects are working off of smaller margins too right?
  • Thoughts go out to a former coworker of mine Dan Luna. Heard he is battling a significant health issue. Mr. Luna is a tremendous guy who I know can overcome anything in his path.... The guy has the ability to build nuclear reactors (probably the only guy in our industry who can), so I know he'll get through this. Thoughts and prayers to him and his family during this time.
  • Lots of LEED news this past week. Glass Magazine linked to an interesting article that talked about the growth of the green building segment, though I swear any future prediction by McGraw-Hill has to be taken with many grains of salt. Also in a very interesting article here on passive homes, LEED takes a shot to the chin too. In any case, green--no matter how you slice it--continues to drive conversation.
  • Pretty bummed that the U.S. lost its bid for the World Cup in 2022. What a cool event; it would've been a neat experience for the States. The U.S. lost to the country of Qatar. Not sure how the whole Qatar thing will work out, but considering their approach to human rights and their hatred of Israel (if you have a stamp from Israel on your passport, they won't allow you in) I am not real positive.

Read on for links and video of the week...

Max Perilstein is chief marketing officer for Vitro America, Memphis. Write him at

The opinions expressed here are those of the individual author and do not necessarily reflect those of the National Glass Association, Glass Magazine editors, or other glassblog contributors.


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