I recently had one of the most frustrating customer experiences ever. I was trying to cancel a hotel reservation and called the customer service number. I was asked to input my confirmation number only to be told that my reservation could not be found. Then there was a long silence. I, of course, thought that … Continue reading Some Service Isn’t Service At All
Uncategorized
Be Aware, Be Grateful
Tomorrow is Thanksgiving Day in the US and it is a day to reflect and celebrate the blessings of life. One of the problems with Thanksgiving is the tendency to go in the opposite direction and start feeling bad because you haven’t reached all the goals you think you should have at this point in … Continue reading Be Aware, Be Grateful
Think
I saw this acronym on a poster at my son’s doctor’s office the other day. Sounds like an easy way of making the workplace, or any place, a better place to be. If we could all pay heed and think before we speak, or post, think of how much less friction there would be. Instead … Continue reading Think
Are You Empowering Or Commanding?
Leaders should be guiding others to be better today than they were yesterday. This ensures a team of people who are fully equipped to accomplish the mission. The secret to this isn’t terribly complicated but it isn't necessarily a natural practice for many. More common is for leaders to command while followers listen and try … Continue reading Are You Empowering Or Commanding?
For When You’re Losing Drive
Do you ever have times when you feel your work or pursuits are failing or are not recognized and you want to give up? I think we all get into times where this haunts us and I would love to be able to provide my own words of great wisdom but I have chosen instead … Continue reading For When You’re Losing Drive
We Need “Real” Leaders
Some people step into leadership roles out of a sense of mission and service to others, yet some seek leadership to feel power and superiority over others. The latter are interested in bettering themselves, enlarging their income or social status, or improving their standard of living while the former are first and foremost servants of … Continue reading We Need “Real” Leaders
Focus
How often do your employees interact with customers throughout the day? Each interaction is an opportunity to provide a memorable moment and to reinforce customer loyalty. Of course, getting all employees on board to deliver excellent interactions isn’t easy. It requires having great leaders in place, great recruiting that looks for the right behaviors and … Continue reading Focus
It’s All About the Experience
I think most would agree that if you want loyal, happy customers, you have to have to create loyal, happy employees. However, it seems this truth is mostly lip-service to many businesses. The first thing I hear from executives when I mention this is, “This means paying people more and we can't afford to do … Continue reading It’s All About the Experience
Uniqueness is Paying Attention to Detail
I went shopping recently at the grocery store where my son works as a bagger. He’s 17 and it’s been a good way for him to learn a bit about the “real” world. Anyway, as I was leaving, I noticed a metal track attached to the edge of the sidewalk around the store. It is … Continue reading Uniqueness is Paying Attention to Detail
Sacrifice
One of the most difficult things a leader must do is to influence their team to sacrifice for the good of the group. The more self-oriented the team members, the more difficult to get them to sacrifice their interests for the overall good of the team. To shift people from “me” to “we,” the first … Continue reading Sacrifice
Neal Woodson 