Some days I wonder if customer service has become a lost art. The Henry Wadsworth Longfellow nursery rhyme captures my thoughts about customer service. "When she was good, she was very good indeed, But when she was bad, she was horrid.” When customer service is good, it is very [...]
What We Need to Find the Cause We need a new way of thinking to address the rapid spread of a novel virus now or in the future. What's missing? Leaders and a populace with a deep understanding of a system. The effects stare at us daily, but what [...]
Every team team meeting would begin with building rapport, and relationships. I might ask a question as simple as, “How’s your day going?” Building teams requires a commitment to the small stuff. This doesn’t mean we spend our time in personal rants, long exchanges of what we ate, or [...]
Every one of us interacts with and works within processes each day. Processes develop by design or by default. An organization is only as good as its processes. Geary A. Rummler and Alan P. Brache Many times, our processes work because of sheer luck—without any clear intent other than [...]
What if? What if we built workplaces, one process at a time, that allowed us to do many excellent things? How could instilling respect and kindness make a difference in what we do each day? I often try to imagine that workplace. Fortunately, I have worked in some of those [...]
Quite simply, customer service begins with kindness. Excellence in serving customers starts with leaders who value employees and model quality service. Leaders who respect and build relationships with staff establish the foundation for great service to thrive. Excellence in service does not begin with customers. Where does customer service [...]
