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...]
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 … [Read more...]
Playing the Power Game
November 25, 2013 by
A number of years ago I had a colleague with a special talent. She had the ability — and maybe a special honing device — that allowed her to quickly identify and make a beeline for the most important person in the room. We often teased her that she … [Read more...]
