That's the party line response from the agitated mom of the young girl who accidentally reversed into my son's car in the school parking lot. She was neither polite nor remorseful. She had tried to get my son to sign a statement in her favor. He, … [Read more...]
Sensitivity Training — 101
May 8, 2014 by
"First you beat yourself up because someone's unhappy — then you beat yourself up because you care. Give yourself a break." "No matter what you do, a few of them will never be happy without something to bitch about. It's who they are...." "When … [Read more...]
Create a Lifer
March 31, 2014 by
It takes more than a good product and great service to create a customer for life — a lifer. The ability to create a sense of common purpose and shared values makes loyal customers advocates of your brand. The ability to treat a customer as a … [Read more...]
Don’t Grease the Squeaky Wheel
February 28, 2014 by
There are always two ways we, as managers, allocate resources. We reward those who work hard and create value or we quiet those who complain constantly and get resources thrown at them so that they go away. The latter are politically inclined, a … [Read more...]
