There is a lot of talk about trust these days. Every time I stop by a bookstore there is another book on trust on the shelves. Now there is all this fuss about fake news. It’s frustrating. In every organization trust is an issue.
Trust is a big deal when it comes […]
Office politics occur in nearly every organization. When a person is in a powerful position and is in the center of influence, office politics can often become an issue.
Given the different goals, values, interests, resources, budgets, salaries, space allocations, and projects…there will always be some politics involved. You can either be skilled at politicking or […]
It’s rare, but sometimes we lose a customer. We try everything to restore the relationship. We apologize, and we offer compensation and restitution. We even offer to have someone punished or publicly humiliated. We can’t save them all. What do we do if we goofed?
Sometimes we do blow it. If you have tried your best […]
We deliver great customer service…at least we think so. We try hard. We have above average products, above average service, above average prices…I mean competitive prices. Has it ever dawned on you, how do our customers judge us?
That’s actually a great question. Most organizations haven’t stop to think about that, lately.
How do our customers judge us? […]
You might come in contact with about 50 new people a week. You know what they say, “You can’t please everybody”. Or is it, “You can’t fool everybody…” Or something like that. So what if a couple of people are disappointed with our product or service every week. Who cares about a couple of complainers?
Well…you […]