Imagine people in a rowboat where each is rowing differently, perhaps wanting to go in different directions. The boat doesn’t really move anywhere, or at best, moves in fits and starts going slightly one way and then another. In addition, the people in the boat are most likely showing signs of frustration with each other … Continue reading Rowing together for the people on the shore.
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Do You Have Commitment Issues?
“You don’t call, you don’t write, I was just a one-night stand to you!” Wow, harsh words I heard in a movie but very true when it comes to customers for many businesses. I have often used the analogy of courting when it comes to the relationship of business to customer. Think about it, what … Continue reading Do You Have Commitment Issues?
A Gesture of Goodwill
I recently went to a little pizza place with my family after a long day down at the Maryland/Delaware shore. Our order was about as simple as it could be, one big cheese pizza. Normally, I am one of those people who like to get a pie with everything but my son assured me the … Continue reading A Gesture of Goodwill
I’m a heretic.
Are there things you hear from time to time that get your hackles up? Well, I heard one of mine recently, “The purpose of business is to make money.” All I can say to that is NO, the purpose of business is not to make money, the purpose of business is to help people. What … Continue reading I’m a heretic.
What do you do for your customers?
There is a Geico Insurance commercial circulating where a man asks the Geico gecko if Geico has won any awards. The gecko answers in his pseudo-Brit accent that they have indeed won an award for best insurance app. While this is great for Geico to celebrate and to give kudos to their app developer, what … Continue reading What do you do for your customers?
A Lesson Learned on the Tarmac.
On a recent flight on Southwest Airlines, my plane sat on the tarmac for a good 45 minutes while staff frantically looked for a couple of passengers. Apparently, they had oversold the plane (a common practice on airlines that I don’t understand but maybe that’s for another post) and during the shuffle to get people … Continue reading A Lesson Learned on the Tarmac.
Set the Expectation
I have recently been engaged in a business transaction that requires multiple steps and several different parties. To make it all happen, there is an intermediary involved who is taking care of getting everything together and putting all the ducks in a row so to speak. The other day I got an email from this … Continue reading Set the Expectation
Want Better Service Scores? Change the Box Top Picture.
I was thinking recently about how sad it is that we have to have training to get people to behave with common decency, a level of compassion, and a desire to help others. Service, in most places, is pretty poor and the attitudes you get are for the most part just bad. I mean you step … Continue reading Want Better Service Scores? Change the Box Top Picture.
Two words to change your workplace.
How many people help you (a.k.a. provide some service to you) at work? Think about it, how many people do things to help you get your own job done? Whether it’s helping you schedule a flight, do some research for a report, contribute ideas in a meeting, or just make the coffee every morning, how … Continue reading Two words to change your workplace.
“We cut the coal.”
“We cut the coal.” Famous words from Winston Churchill spoken to coal miners who were leaving the coal pits in droves to volunteer for military service in World War II. While volunteering to fight was certainly noble, Churchill recognized how devastating it would be to the war effort if too many miners were leaving. So … Continue reading “We cut the coal.”
Neal Woodson 