Workplace Wisdom

17 Oct 2017

The Devil’s in the Details. For Customer Loyalty, You Need to Be There Too.

How can you apply enough of the right kind of attention up and down the hierarchy to ensure a seamless customer experience? Last week I stayed at a major hotel chain in New Orleans for a few days. Everything seemed pretty standard for a business hotel in a touristy city. Almost all the staff members I interacted with were extremely pleasant, and the room looked quite fine on the surface. But as a trained observer, I can’t help looking at […]

10 Oct 2017

Please Don’t Do It That Way: How Not to Help

“This doesn’t make sense to me!” Halfway down the train car, a woman’s voice was rising. She was assisting one of her two daughters with homework, and her aggravated tone caught my attention. “This doesn’t make any sense!” the mother kept saying. “You’re not answering the question!” She probably believed she was helping, but I shuddered for the child’s sake at the frustration I could hear in her voice. “Not right now, honey,” she snapped at the younger sibling, who […]

03 Oct 2017

3 Powerful, Practical Fundamentals to Help Change Stick

Change may be a constant in life, but in business, many planned change initiatives either peter out or don’t even take hold in the first place. According to a Towers Watson study, only slightly more than half of all change initiatives succeed, with only 25 percent sticking for the long term, mostly because of a variety of management failures. I consider this a problem of oversimplification — the result of the all-too-common “just do it,” “just say no,” “just tell […]

03 Oct 2017

Finding God In A Cup Of Coffee

This article originally appeared on forward.com. My grandfather loved God dearly, but he didn’t fast on Yom Kippur. He believed that he prayed better on a cup of coffee, and that God would hear him better and appreciate his prayers when he was praying his best. My grandfather felt that God understood him and he understood God. It was a personal relationship, part of his daily experience. He meant and lived everything he said to God, so he felt confident […]

 

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