Writing my book, “Lip Service: 50 Humorous Stories of the Worst Customer Service in America and Interviews With the 10 Best Companies in the World,” with it’s first printing in 1998, was an eye opening experience for me.

Looking back, customer service in America has actually gotten much worse. Typically, we cannot go more than three days without some below average customer service experience when trying to go about our daily lives. Whether it’s the frustrating encounter you have when trying to call a company and actually trying to speak to a live person, or just someone saying “no” way too quickly and not even trying to help or assist us with our dilemma at hand.

My decision way back then in the late 90’s was to write a book about customer service, but not in the fashion of all the other

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