Ever been lost? Wandering around in some strange place without a clue how to get where you'd like to be? Those of you old enough to remember what it was like before Google Maps and GPS are no doubt cringing, remembering the queasy feeling in the pit of your...
I recently emerged from a hellish customer service experience courtesy of Comcast. The ordeal went on for about six weeks. But its details and lessons are for another blog. This one is a study in contrasts of two leaders.
The final Comcast technician I dealt with, the one who ultimately...
You can predict a lot that will happen, at least in a general way, by paying attention to what is happening now and what has happened in the past. You can predict how people will act based on what they have already done and what they say they will...
My head is stuffed with stuff. Some of it has been in there since I was a young fellow, some of it made its way inside in the last few days. Every day more stuff tries to squeeze into my head, but unfortunately, space is limited, so for everything...
Core Values: Walk the Talk
Let’s take a moment to consider and applaud these two admirable core values of a very well- known multinational corporation.
Integrity
Our everyday actions are based upon an internally-consistent framework of principles and values. We understand that integrity is more than just a word … it is...
Just about everyone knows how to talk. Far fewer know how to communicate. All too many of our leaders have this problem: great talkers...not so good communicators. The ability to not only talk but also communicate is such an unusual trait that one of the highest accolades earned by...
We experience hundreds of different events every day: positive, negative, and neutral. Yet most of us tend to focus all our attention on the negative. Unfortunately, this holds true for your customers too. Many of you are shaking your heads in agreement since as we all know, the thing...
While recent posts have highlighted some of the happy encounters inherent in my work, it’s not all roses. Over the last few weeks I've been involved in a number of situations that were unpleasant. For reasons I don’t fully comprehend, the universe seems to throw these challenges to me...