Screen Surgeons

We have been using FedEx for over a year to ship packages. With a few notable exceptions, service has been mostly good. However, since FedEx did not have a cost effective shipping solution to Canada, I applied for a UPS account. -Within 1 hour, a UPS rep called and offered to meet in person. (I [...]

I go grocery shopping with my wife at Trader Joe’s every Friday evening. They usually have a pot of coffee for the customers + some samples. I look forward to and enjoy the coffee. Last couple of weeks the pot was not there. When I asked about it, the Trader Joe’s guy said that they [...]

Before Screen Surgeons started selling screens online, we we’re a big customer of laptop screens on eBay and other places for our laptop repair business. I was continually frustrated by the opacity and the lack of information provided in the listings for the screens (no actual photos, no part #s etc.). When we started selling [...]

As a business grows, the way that quality is achieved changes. Quality in this case could mean quality of product or service or both. When the business is small, quality is achieved by passion. When something is not right, the person responsible sweats the details until things are resolved. This approach however does not work [...]

Most marketing articles and books I read try to answer the question: “How do I get the customer to buy from me as much as possible?” After much thought on this, I decided that I strongly disagree with the premise of the question. I think a much better question to answer is: “How do I [...]

Now matter how hard a business tries, something will go wrong with a customer at some point in time leaving the customer unhappy. There’s a very simple formula that works 99% of the time for this that will leave the customer grateful at the end (mainly because most businesses don’t do this). Here it is: [...]

Recently I signed up with two companies to make the business function better on the back end. All of our email communications now flows through SengGrid servers which gives me the peace of mind that email is delivered reliably and gives me delivery statistics. Sucuri now monitors this website for malware and virus attacks. Both [...]

Southwest Airlines has been the only consistently profitable US airline over the past 30 years with high customer satisfaction. Biggest reasons are: -they fly only one type of plane (Boeing 737) -most of their flights are under 2 hours -no assigned seating, no business class. This makes the operation lean and efficient and they pass [...]

The mistake that I see over and over again and that I have myself made in business is that the business owner tries to make the maximum profit from the current sale. This is not a viable long term strategy. The golden egg in business is repeat business because it is difficult and expensive to find new [...]

Recently, I had a customer order a screen from Canada. We made every mistake possible with this order: the address was incorrect, the customer had to pay duties which shouldn’t happen, and worst of all I sent the wrong screen. If a customer ever had a reason to be upset, this is it! The solution [...]