Traveling on airlines is a privilege, a pleasure, and a pain. The Pleasure We get to go somewhere. We meet interesting people. We can get food or drinks like coffee, tea, juice, or water. We’re often greeted with a smile. The Privilege Not everyone can afford to fly, whether it’s business or personal. Public transportation … More How a Promoter Becomes a Detractor
“I can teach people to fix cars, but I cannot teach them to care for people.” I can’t recall who said this quote, but it sticks out to me. We hear the heart of the Golden Rule in quotes like this regularly. Personally, now and then, the law of reciprocity comes out at random times. … More Now And Then
I recently had the pleasure of being interviewed by 1to1 Media about how putting employees front and center of its customer strategy has greatly contributed to Avnet’s innovative culture. You can check out the interview here. Let me know what you think. What kinds of things have you seen or are you doing to foster … More Creating a Culture of Service Excellence
There is a light that runs through the tunnel of chaos and conflict. This light exists when an ideal is present. An ideal that drives action and passion. But this ideal is built on trust, and the minute that trust breaks, the ideal becomes opaque and the light is lost. Darkness ensues and we are … More Forward Conflict
Once again, Seth Godin has stirred my thoughts with some anecdotal wisdom. You can read the post here. We are predictably irrational. We are adept at meeting our own needs most of the time. What will satisfy us is usually pretty clear. We know what we need, and we tend to need it now. All … More Show & Tell
In Seth Godin’s recent blog post, I Didn’t Do Anything, he talks about, as children, how we used “I didn’t do anything.” to get out of trouble. Then as we grow older, that same phrase tends to lead us towards a lost opportunity or regretful thinking. It becomes, “I didn’t do anything when I had the chance.” But … More I Didn’t Do Anything…But Now I Can!
Seth Godin continues to inspire me, and in one of his latest posts he talks about holding grudges. In the context of Customer Engagement, driving stakeholders to embrace the voice of the customer, the reality of a grudge shows the emotional side of business. In the Net Promoter System, the grudge holders might be our detractors, … More Let Go of That Grudge!
The essence of the Net Promoter System, in my opinion, is a dialogue used as a checkpoint for the relationships that are important to our business. We ask simple questions and we get clear, simple answers. Then what? That is the real test! A relationship has constant dialogue and the best and strongest ones can … More Are You Overthinking Your NPS?
In the business world, we can all take bad news. But when that bad news leads to speculation then our minds can lead us to negative thoughts. The byproducts of this thinking can be less production and lower quality of work. Yet, when leadership communicates effectively about a change, trust and transparency become the key … More No News Is NOT Good News
Recently I took my car to a local repair shop after a minor fender bender. Being passionate about my profession, I was anxious to see how my experience as a customer would play out. From the point my car was dropped off to the point I picked it up I was thoroughly impressed with the … More It’s All About Me!