Live Your Values

Unless you have been living in a galaxy far, far away, you no doubt heard about and formed an opinion of the recent United Airlines situation, where they hauled a seated passenger off the plane, and as a result, left both him and their company reputation injured. Everyone, including the financial markets had their say [Read More]

Lessons From Chance Encounters

I had two interesting encounters last week that reminded me of a couple important lessons for leaders. Encounter one found me finishing up the paperwork for mailing a package at a UPS store. A woman came in and apparently was hoping to mail a rather large box while using her husband’s company account number. After [Read More]

Don’t Overlook The Feedback

Oh how easy it can be to miss a golden opportunity to get better. A few days back, I was a participant in a class at a YMCA, where the instructor was in the last stage of becoming certified to officially teach the class going forward. The person doing the certifying announced this to everyone, [Read More]

The Irony of Accountability

Not long ago, I was working with a senior team, in a session being held at a country club.  Most golf clubs try very hard to provide a top-notch client experience, and this one was no different. Our past experiences there have always been terrific. Breakfast was scheduled for 8:00, and everyone was going to fill [Read More]

An Unnecessary Sour Taste

The world would run a lot smoother if organizations were more willing to accept accountability and be a bit more empathetic . The setting was LAX, at 10:30 PM waiting on the red-eye back to Cincinnati. The gate was still showing a 10:47 departure time, but no information of any kind had been provided about [Read More]

Another Poor Example

The lengths companies will go to in order to mislead is baffling. My local phone company, Cincinnati Bell by name, is the latest culprit. Two years ago they heavily promoted a program to lock in your current rate for life. I thought this was an unusual offer, but I signed up. I was assured the [Read More]

Be Careful of Catchy Slogans

For some reason, I like to examine statements for their potential mixed messages. Corporate slogans or platitudes are examples which often get my attention. Two of my favorites are “the customer is always right” and “our associates are our most important asset.” They both sound positive and affirming, but unfortunately they are a bit deceptive [Read More]

Who Cares Enough?

I had several people comment on our previous blog (Little Things), that in their opinions, organizations simply don’t care very much anymore about their customers.  Organizations frequently say they care, but the customer experience is often a different story.  Saying you care is pretty easy, but by itself only sets the table to disappoint others [Read More]

Pay Attention to the Little Things

Just returned from a week on the beach in Panama City Beach.  Stayed at a beautiful condo complex with a fabulous swimming pool area, terrific ocean views, and quite friendly workers. And I will never stay there again. The management obviously does not care (or feel they have to) about the customer experience.  Allow me [Read More]