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?
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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.”
Are you leaving customers in the dark?
Imagine you are visiting a friend in another city. You’re walking with them late at night and they say they know a shortcut back to your hotel. As you follow them, they start down a very dark alleyway. How do you feel? Although you may trust them, do you feel a little uneasy, maybe even … Continue reading Are you leaving customers in the dark?
Stop managing and start leading.
How many of you have problems with your managers managing their people? A colleague recently emailed me bemoaning this within his team and asked what I thought. Instead of going into a long homily, I went for the short approach. I sent him a few lines that I thought said it all. Getting a promotion…a … Continue reading Stop managing and start leading.
Smiling. What a good idea!
A smile is worth a thousand words; a very insightful quote. I was traveling recently and while on a plane encountered a really nice flight attendant. She was kind and considerate and always, always smiling. She was the epitome of the quote above. This young lady’s smile made a difference for me. I was on … Continue reading Smiling. What a good idea!
Is your customer doing the work?
How many times have you asked your customers to do work? This may sound like a crazy question but there are many instances where businesses are actually asking customers to do work. Let me give you an example. Suppose you are on a website just perusing the offerings of XYZ Co. and you come upon … Continue reading Is your customer doing the work?
Neal Woodson 