Electric car realities and gas car biases

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I’m on my third electric car now: I’ve owned a Nissan Leaf, a Tesla Model 3, and a Tesla Model Y. People are curious, but anxious, about what it’s like to own one. So I’ll share what I can in hopes that if you’re buying a car, you can benefit from my experience as you … Continued

All customer service failures have one cause: broken promises

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All brands and businesses make promises. They promise low prices, fast service, or no hassles. Sometimes they fail to deliver on those promises. Customer service failure is about broken promises. When people get upset, it’s not because products or services are objectively bad. They get upset because of broken promises. Parents who buy their kids a $3.99 … Continued