It’s Still About Communication

Whenever things go wrong, most of the time it’s still about communication. Is that what they said, or is that what they meant to say? Is that what they told you, or what you heard? Is that what SIRI heard, Read More …

Please Turn

It is really hard to lead from behind. Even if it is someone you know, even someone you think is intuitively connected to you, and even though you told them to watch for your signal. Hoping and wishing that they Read More …

Not For You

Sometimes, you may get a call or a text that is not for you, instead, it was meant for someone else.  Maybe the person who used to have that phone number, or even simpler…it was dialed/entered in error. Oops. Sometimes Read More …

But, Wait There’s…

This summer, my little sister got me to (finally) download Snapchat. I know. I know. I resisted Facebook and then, Instagram…and then well – pretty much all the new stuff. I am not an early adopter. It is just that Read More …

Attention Getting

There is always a lot of debate about what Super Bowl commercials were good and which ones weren’t, but we all know that some brands and ideas are just better at attention getting than others. Even if it is for Read More …

Be Consistent

It is always best to be consistent with your policies and the communication of them to your customers. When one person tells a customer: “You have to go online to update your account now, we don’t mail the information any Read More …

The 5 Stages

The kids are in the other room talking about the 5 stages. Where do they learn this stuff? Denial Bargaining Anger Sadness Acceptance These can (apparently) apply to more than just grieving…they can apply to customer service – or at Read More …

Firm But Flexible

Attended a really wonderful lecture today that I will remember for a while. I have read the author’s books before, but in person, Edward Tufte is much more engaging. One quote from him today really resonated with me. “Be firm, Read More …