Stay Committed, But Stay Flexible

Flexible people don’t get bent out of shape. You don’t need anyone telling you that the world is changing and changing faster than ever before. You’ve probably read several books or listened to several speakers say exactly that. The trouble is, that’s about all most books and speakers say. What you really need to know is “how” to manage the …

Sometimes, Two Rights Can Right a Wrong

Two wrongs don’t make a right, but sometimes, two rights can right a wrong. There are no perfect people — except those who appear in training films. Everyone else is going to make mistakes, a lot of them. That’s no big deal. The problem is that many people don’t know what to do when they make a mistake. They don’t …

An Enthusiastic Customer Is A Return Customer

It’s nice to have “satisfied” customers, but it’s the “enthusiastic” customers that really count. When customer service employees are asked if they provide good service, almost everyone says “yes.” Almost no one says, “No, I’m really lousy at customer service.” That raises a question. If everyone in the country thinks they provide good customer service, then why are customer satisfaction …