YOUR CULTURE SUCKS! Stay Tuned for Details….

Former insider Greg Smith called the culture at Goldman Sachs “toxic and destructive” in a recent Op Ed piece in the New York Times. But I want to make this story personal. What it Greg Smith were your employee? What would your Greg Smith say about YOU and your company?

How Engaged Employees Act…

I enter the grocery store like a bank robber: I have a list of “demands”, an almost desperate and pained look on my face, and I keep my eyes peeled for the closest route of escape should someone in line in front of me threaten to pay with pennies or whip out a stack of…

Creating Loyal Customers

Customer satisfaction and loyalty don’t require flawless delivery as much as they require a level of people savvy after there’s been a problem. I needed to print a picture late one night last week when I was out of town on business. On line, I found a Walmart thirty minutes away, so I called to…

If You Were the Customer…?

I’m not a very demanding customer. Which is a flaming lie. I am very demanding. When I’m laying down my pesos, I have customer expectations. The more pesos, the higher my expectations. I even have high expectations when the pesos aren’t mine. I got a gift certificate for Christmas for an online picture framing service….

The Mystery of the Brown Comforter…

I didn’t think much about the package left on my front porch the other evening. The side of the box displayed the logo of a large on-line distributor that I had ordered from a couple of years ago. But once I opened the package, I became perplexed. Inside was a brown, twin-sized comforter, and that…

What You Permit You Promote

You asked an employee at work to complete a mission-critical deliverable. After a quick meeting to lay out your expectations, you outlined timetables and milestones to make sure everything gets done on time. You’ve seen the employee goofing off with others in the office, and you’ve even seen him close his eyes and put his…

Feedback: The Absence of Criticism Isn’t the Same as Praise

(Abridged from upcoming, self-published book, Don’t Throw Underwear on the Table & Other Lessons Learned at Work.) If you fail to receive feedback on how you are doing, you might wish to assume that everything is hunky-dory. Which might not be the case. Experts in customer service relationships know that it is infinitely better to…

The Contrails of Life

The jet overhead flew at such a high altitude that I couldn’t hear the sound of the rumbling engines from the ground. Instead of tracing the direction of the plane with my ears, I tracked it with my eyes. From the engines streamed a trail of condensation trails known as contrails for short. I followed…

Is Customer Service Dead?

The other day, a friend told me that she’d been looking for a certified Life Coach, someone to help her sort through some of the challenges she faced in her life. She hadn’t had good luck. The first person she called didn’t call her back. She left another message. Again, nothing. She gave up. The…

Many Things on a Plate…

When my kids were toddlers, it was hard to find things to feed them that they would eat and that were nutritious. Do you know what it’s like to spend time cooking a meal only to have others turn up their nose at it? If you’re a parent, you know this feeling. And then one…

I’m Tired of Sour Pusses!

If your work involves direct line-of-sight with customers, you need to read this rant. Businesses have embraced technology that removes much of the face-to-face interaction of customer service. Companies do this to lower cost. Do you remember when banks first started carrying ATMs? Initially, those machines were shunned. How can a machine give you a…

Miss September and the Mission Statement

Excerpt from a session I conduct to help leaders convert their company mission statement from “wall art” to something that employees can live and breathe. I am not anti mission statement. “Aim at nothing and you’ll hit it every time.” A company without a mission statement that’s been thought through carefully is not going to…