She was the COO of a large company and this was the leadership conference for the company. I was there as a keynote speaker and her “message to the troops” came right before my closing remarks. She had been going through chemotherapy for breast cancer and was completely bald…no wig and no hat. And, she » Read More
Tag Archives: customer service
It happens this time every year. Customers, fueled by big-deal bargains, shopping lists lined with specific requests, and a fear of missing out on either one or both of the above, practically attack retailers. The joy of generosity is trumped by the dark side of greed and consumer competition. Front-line employees, having endured a year » Read More
A recent Wall Street Journal article, McDonald’s Tackles Service Woes, describes McDonald’s continued economic and customer service challenges. “McDonalds Corp., battling back from recent earnings disappointments, is putting unusual emphasis on a long-time challenge: getting it’s far flung workforce to provide service with a smile.” Excerpts from a leadership webcast to franchise owners warned that “1:5 » Read More
Last fall, I attended the Arizona State Fair after a 25-year hiatus, mostly due to my misgivings of safety, security, and my favorite, the dreaded carny. Handing my ticket to the operator of a roller coaster who reeks of liquor and marijuana and looks like they are ready to fall over dead at any given » Read More
“A ‘squeaky wheel’ isn’t the highest priority project. It’s the loudest or most noticed. In many organizations, it gets the grease, while projects with greatest potential to bring about business results get delayed or set aside.” This quote, from the book Everything’s A Project, is playing like a mantra in my thoughts. We focus on squeaky wheels because they are irritating, not because they are important. We want the irritation to go away. But oil isn’t the answer.
A key employee on your team asks to speak with you about a sensitive issue in which you have a role. You have an “Open Door Policy” so the two of you meet. When she explains the issues from her point of view, your impatient response is: “I’m sorry you feel that way.” Your spouse » Read More