More and more we read about companies replacing human workers with machines, robots, or computers. While this is troubling, it is, alas, part of our evolution it would seem. However, there is one area where it seems humans are needed and cannot be readily replaced and that area is service. Now I know some people … Continue reading Can I Please Speak With a Human?
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Sales is a service … at least it should be.
While teaching a class recently, we were discussing how providing good customer service can sometimes be difficult. One of the attendees made a comment about how salespeople had it very tough because their main job was to separate people from their money. I immediately stopped him and said I totally disagreed. I went into a … Continue reading Sales is a service … at least it should be.
Service Needs G.A.S.
The other day, I was playing golf – or in my case chasing a little white ball - with a friend and we were paired with a couple of guys to make up a foursome. We all got to talking about what we did for a living, and when I told them that I worked … Continue reading Service Needs G.A.S.
It’s Simple!
The image here is from Tom Peters, the iconic management guru and writer. He is one half of the creative force behind the groundbreaking book, In Search of Excellence. When I saw this image on the banner of his website, I immediately thought it to be the most succinct way of making the business case … Continue reading It’s Simple!
Thoughts to ponder.
I saw this in a post recently and thought each line was a good thing to consider and ponder...or maybe even to post on your fridge door so you can keep them in mind as you venture forth each day. The adventure of life is to learn. The goal of life is to grow. The … Continue reading Thoughts to ponder.
Ending the Attitude Death Spiral
I am sure you have seen this; you walk into a place of business and encounter an employee with a bad attitude or just indifference. What causes this, and, more importantly, what can be done about it? The Arbinger Institute tells us in their books about something called the Collusion Model. I like to call … Continue reading Ending the Attitude Death Spiral
A Lesson For the Ages From Millennials
There seems to be a lot of talk these days about Millennials and much of the talk is negative. While we could debate the pros and cons of Millennials until we’re blue in the face, it’s not something I want to explore. What I do want to look at is a lesson we could all … Continue reading A Lesson For the Ages From Millennials
All Customers Are the Same
“All customers are the same.” Thus spoke the contractor doing some work on my house. Now that phrase probably sent waves of concern over customer experience professionals everywhere because they would say you need to create personas for every different type of customer and adjust your experience design to fit them, etc., etc. But I … Continue reading All Customers Are the Same
Standards, Habits, and Success
Airbnb is working these days to establish more standards that their hosts are asked to maintain. The reason for this is that it is becoming clear to the company that its customers expect fresh linens and little amenities like soap and shampoo. They also want a bit more of a hotel experience where the staff … Continue reading Standards, Habits, and Success
Leadership in a Handshake
My son plays lacrosse. In fact, he’s played since he was about five years old. One tradition of lacrosse that runs from five-year-olds to the highest level college and professional players is the handshake between teams after the game has ended. No matter the winners, losers, or any animosity between teams, the two squads line … Continue reading Leadership in a Handshake
Neal Woodson 