An Indelicate Moment – hey we all have them occasionally I was talking to a friend of mine the other day. It was an awkward conversation. He was giving me some feedback about how the last time we spoke I made him feel self-conscious. I heard him. I walked away thinking, “Perhaps…
Customer Service Week is here. You know I much prefer to call it Customer HAPPINESS Week, because when Customers are happy about doing business with you, they tell friends. Oct 2-6th is set aside to pay special attention to your customers and your customer care efforts. Many companies have been planning their activities and…
Have you ever gone into a department store, bank, or restaurant and been greeted by someone who was acting polite, but who you knew couldn’t give a rip? It’s a major turnoff for most people. (That’s because it’s a sure sign of insincerity and a lack of caring.) But you and all the…
Survey results and a “Time In” for you. Pay attention. pay attention. We pay with our attention. where are you putting your attention these days? I’ve been quiet lately. My ear’s been to the ground. I’ve been reading a lot of different things and gathering lots of information over the last months.…
Gary Hamel, speaking at a big customer conference where we both were presenting said, “In a time of accelerating change we are getting stupider by the moment.” I’ve never forgotten it because I agree. If you’re not getting better you cease being good. I recently attended the WorkHuman conference in AZ. It was my second year…
As I do frequently, I recently spoke at a meeting of top execs who are looking to create thriving companies. Once again, (really?) the topic of managing young people today, AKA Millennials, came up, as it’s done for at least a dozen years. I’m still hearing some of the same things now that I heard…
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