Welcome to 5 O’Clock Reflections, a daily blog by Hemant Rustogi as he explores lessons learned in life, business, and his quest for wisdom. Each month Hemant invites a person who intrigues him, to join him for a 5 pm interview to share their insights over their favorite cocktail. You can learn more here.
Reciprocity Gone Awry
September 25, 2014 by
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 … [Continue reading]
Encourage Feedback
September 24, 2014 by
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 … [Continue reading]
When ‘Sorry’ Rings Hollow
September 23, 2014 by
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 … [Continue reading]
Delight The Customer
September 22, 2014 by
You delight the customer when you do the unexpected. Focus on the details. Sweat the little stuff. Under-promise and over-deliver. The truth of the matter is that any company can improve service by almost 80 percent with existing resources. Are … [Continue reading]
