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.
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 … [Continue reading]
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 … [Continue reading]
“It’s Policy, Sir”
December 4, 2013 by
I felt like the jilted lover, let down by the very company that I championed over the years. Welcome to my bewildering story with American Express (AMEX). ME: May I use my miles? AMEX: No Sir, these points for this card can be used for magazines … [Continue reading]
Over Promise, Over Deliver
December 3, 2013 by
I have always taught my students to under promise and over deliver. It's the surest way of ensuring the customer is happy and expectations are managed. One of my graduate students cited the Steve Jobs movie and challenged me — "We should over promise … [Continue reading]
