Food For Thought
Reciprocity Gone Awry
The United States has immigration reciprocity agreements with foreign countries that facilitate travel, or create massive bottlenecks. There is the relatively common reciprocal stance based on mutual disrespect. I applied for a visa for Brazil and … [Read more...]
Encourage Feedback
When our customers complain, we turn the other way and call them ignorant or, worst still, idiots. In reality, most customers don't complain. They take their business elsewhere. New customer acquisition costs about 5 times more than retaining an … [Read more...]
When ‘Sorry’ Rings Hollow
We apologize too quickly, too frequently, and too often lack sincerity. A ‘sorry’ rings hollow when we don’t learn from our mistakes, when we don’t take corrective action, and when we don’t make it up to the people we have wronged. Smart people … [Read more...]
