When a business has to fight for every sale, the idea of intentionally turning customers away seems like sacrilege. In fact, taking advantage of customers is such a common societal trope that there’s a plethora... Continue reading
If an apology is observably insincere, what’s the point? Politicians, celebrities, and athletes are often taken to task for pro forma or grudging apologies that don’t express true remorse, take responsibility, show recognition of the... Continue reading
According to an old Swahili proverb: “When the elephants fight, it’s the grass that suffers.” That’s certainly true in organizations where executives have ongoing disagreements. Whether the situation involves explicit, pitched battles, or covert, passive-aggressive... Continue reading
On Sunday morning, Daughter and I went to a local diner where the food is always good, but the service is often iffy. Our waitress had been somewhat unhelpful in the past, so I studied... Continue reading
You’ve probably seen that embarrassing Seinfield episode (weren’t they all?) when Elaine is in a public restroom and realizes that there’s no toilet paper in her stall. If this has ever happened to you, it... Continue reading
I hate to be in default or in the wrong, or to create a problem for someone. So I was quite distressed when I was scolded by a client’s administrator -- not someone I usually... Continue reading
When it comes to customer experience, the height of efficiency can take you to a low of satisfaction. Here are two recent personal observations: the first from a small, local eatery during the recent, challenging... Continue reading
Efficiency and comfort can sometimes be at odds. This divergence is often exacerbated by new technology, particularly in the service industry. Combine the drive for efficiency with technology and customers’ feelings about service providers --... Continue reading
When does self-service become a barrier rather than a boon? Back at JFK again recently, I returned to Due Amici, hungry for lunch. Now that I knew the drill for ordering off the iPad at... Continue reading
Too much standardization and systematization can eliminate the crucial human element. That was my recent experience at JFK Airport. I had arrived too early for my flight, and decided that instead of grabbing a sandwich,... Continue reading
Want help coping with conflict?
Download your free Field Guide to help you identify and resolve interpersonal conflicts. You’ll also get Liz’s monthly Workplace Wisdom emails from which you can unsubscribe at any time.