ABC News interviewed Berry, an internationally recognized services expert, for a spot in their series on service in America. An ABC film crew taped an interview and an hour-long marketing class on October 29 in College Station. Peter Jennings aired clips on November 2. For Berry, service is a passion.
Customers have long memories for their best and the worst service experiences.
It's a central issue for business and a critical quality of life issue. Technologically we're better, but attitudinally we are getting worse. Our country suffers from a growing customer respect deficit. Customers want two things from business, according to Berry. They want service providers to keep their promises and they want respect.