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 readingPromising Change
En route to a client for a couple of days of leadership and team development, the weather was simultaneously fierce and changeable as forecast. Amid dark thunderclouds and pelting rain were startling outbreaks of sun... Continue readingSelf Awareness Can Be Protective
I left the optician with several new cleaning cloths in hand, remembering the pleasure I felt as a child whenever I got a new pair of glasses (yes, I was an early four-eyes, from second... Continue readingWhat Happens When Management Won’t Change?
It was almost like watching a train wreck of two separate cultures, or two sets of generational expectations. One was eager and striving, the other, dictatorial and autocratic, although cloaked in a sort of benevolent... Continue readingCar Talk: Lessons in Performance Feedback
I love it when my car praises me! The message is concrete, consistent, and congruent with my expectations. Why doesn’t most performance feedback work so well? I make a lot of short trips (my home... Continue readingHow Do You Lead?
After the Yankees’ George Steinbrenner died, a piece ran in the New York Times with the subtitle: “His employees may not have liked it but George Steinbrenner had a point. Brashness and entitlement are essential... Continue readingThree 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