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Workplace Wisdom Blog

Hospital Highlights: Credibility and Care

Despite frequent media attention to dangerous and neglectful medical care, that was not our experience when I accompanied Spouse to an outpatient surgical procedure (which was successful, thank you!) at Winthrop University Hospital on Long... Continue reading

When Service Gets Stale

Went to dinner with a client pal in one of those upscale, plush steakhouse chains where the wait staff wears little butchershop aprons. The tables were far enough apart for a sense of privacy and... Continue reading

Three Faces Of Customer Service

What is the face that your customer service staff shows the public? Do you know? Service Taking Flight On a crowded morning flight from Long Beach airport back to JFK, two flight attendants, Shelly and... Continue reading

When the Tables Turn

Sometimes customers think, believe, even expect that we can read their minds. And sometimes we appear to. But I see over and over how often we misjudge what even close friends and loved ones would... Continue reading

Not Fair but Necessary

Isn't it amazing how sometimes you have to be nice and kind to awful people who don't deserve it? Take collections, for example, either commercial or non-profit. People make commitments to pay — but some... Continue reading