Not Being Sarkari

AIG is under fire because it paid huge performance bonuses to their top employees. Martin Bishop has an intersting take on it.

From a marketing perspective, this is also a story about the power of names. What's sent everyone completely over the edge is that they think that AIG executives have been paid performance "bonuses" despite the economy-wrecking performance of the company. Whereas the reality is that these executives were given "retention contracts" to try and keep them working at the company through a time when it was likely that many of them would leave.

This is an important lesson in customer service as well. What do you say and how do you say can be a differentiator between excellent and poor customer service. Use words

Use words which we use for our guests. Right words will make your customers feel special.

Everybody wants to do business but few go an extra mile to treat customers as guest.

Be the one.