Every organization has its fair share of naysayers. The party line is to tell you why it can't be done; why there are no resources; and why change could be costly. "It's just not possible," is the official stance. Even in those rare instances when … [Read more...]
When Your Vendors Make You Look Bad
December 9, 2013 by
Ultimately, the customer does business with you, not your vendors. Problems arise when your vendor errors and delays cost your customers time and money. Companies that make promises to the customer and leave the fulfillment to a third party are no … [Read more...]
When “Sorry” is Not Enough
December 6, 2013 by
I am a little tired of customer service representatives constantly apologizing when things go amiss. However, they never come up with a potential solution to the problem. Constantly saying "sorry" with no redress becomes insulting and … [Read more...]
Striking a Balance
December 5, 2013 by
The movie based on Steve Job's life touched a chord with me. He was a creative genius with a brilliant mind. However, his obsession with results made him a ruthless manager of people. A tough taskmaster, with a fanatical passion for changing the … [Read more...]
