Tag: communication
This Is the Story of a Successful Service Recovery
Last week I met with Terri Bartlett, the intrepid president of Marketing EDGE, for lunch at Forty Four, the restaurant at the Royalton Hotel in Manhattan. We had lots to talk about, and didn’t even... Continue reading
Are You Aware of the Contradictions in Your Messaging?
On a two-way, two lane stretch of road in the Berkshires, the kind that’s dotted with numerous one- and two-story industrial and commercial buildings, we passed a structure that had a large local bank logo... Continue reading
How Successful Leaders Connect to the Future
Most people want to know where and low they fit into the various groups they’re affiliated with -- and they really want to know where and how they’re supposed to fit in at work. They... Continue reading
How to Listen So You Can Connect as a Leader
As a new leader, you’ve begun getting to know your followers, whether they actually report to you or are constituents of your organization. You might even be starting to feel more comfortable in your leadership... Continue reading
How to Be a Connected Leader
Whether you’re a new leader or you’re challenged by a team that’s not responding as well as you expect, the first rule of becoming a connected leader is that you have to make the connection... Continue reading
Excellent Service Means Managing Customers’ Expectations
Google the phrase “managing expectations” and you’ll get 66 million hits. A search for the refinement “customer expectations” brings back 54 million hits. With so much information available, and so much interest, it’s amazing that... Continue reading
If Words and Tone Conflict, Tone Is the Winner
“Good evening, Ladies and Gentlemen, and welcome aboard our flight, leaving Port Columbus, Ohio, this evening on its way to New York’s La Guardia airport. Our flight time will be one hour and forty minutes.... Continue reading
How to Handle the (Un)Intended Disruptions Leaders Cause
Even the most moderate and democratic executives can morph into erratic, mercurial autocrats -- and they may not even be aware of their transformation or the havoc it wreaks. Here’s a sample scenario: A senior... Continue reading