by wiadmin | Jun 4, 2019 | Customer Loyalty
When I was a young boy, I imagined I was Wild Bill Hickock a lot of the time…or sometimes I was Hopalong Cassidy. We watched the great cowboys on black and white television and then rushed to the back yard to replicate their antics. I now live on the 13th...
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...
by wiadmin | Jun 17, 2014 | Leadership
There’s a bluebird house on an oak tree six feet from our bedroom window. The same pair of bluebirds comes each spring to build, populate, and empty a nest in it. This past spring, their parenting process caused me to reflect on how instructive bluebird flying lessons...
by wiadmin | Mar 7, 2014 | Leadership
Being a protégé can make you feel anxious. You are essentially admitting you do not know stuff you need someone to help teach you. And, if that relationship with a mentor is a new one, it can double the apprehension. Being vulnerable in front of a stranger is not...
by wiadmin | Feb 18, 2014 | Customer Loyalty, Leadership
Take a look at a short list of renowned service innovators: Despite a Yale professor’s admonition that there was little practical about his theory, Fred Smith put his “C–” paper into operation and founded Federal Express (now FedEx). Michael Dell transformed a...
