by wiadmin | Jun 1, 2020 | Leadership
The Good Samaritan is a story of kindness widely known across all faiths, not just those anchored to the New Testament. But, in many ways the back story is particularly instructive during these chaotic days of riots in the streets over racial prejudice and social...
by wiadmin | Jun 28, 2016 | Customer Loyalty
The Cincinnati Zoo is forced to shoot a rare gorilla that potentially threatened a boy who had fallen into the gorilla cage. Disney World lost a 2-year old guest to an alligator in an on-property lagoon. A massive hurricane put the local utility company in its bull’s...
by wiadmin | Apr 1, 2016 | Leadership
There is an old adage that goes, “authority is the last resort of the inept and frustrated.” Parents who have found themselves relying on “…Because I said so” to direct a reluctant child know the absolute truth of this adage. When rank becomes the only means of...
by wiadmin | Nov 24, 2015 | Leadership
Making change happen in organizations would be a lot easier if there weren’t those pesky resistors. There are the angry types filled with long memories of pain. There are the pessimistic types who would throw a wet blanket on the most carefully planned party. Finally,...
by wiadmin | Oct 14, 2014 | Customer Loyalty
Let’s start with two principles: 1) There is a good service person inside almost every front-line server; and, 2) as a customer able to see the absurdity of stupid service rules, we need to sometimes help the service person navigate the rules that govern their...
