First Things When?

First Things When? By Richard Hadden It’s been a hot summer at our house. Particularly so this summer, because three weeks ago our 20-year-old air conditioning system finally breathed its last. The prescription was “replace”, not “repair”. Ouch! Two days and $6,500 later, I was cool and ...

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Customer Indifference is a Real Biz Kill

What’s more toxic than incompetence? Deadlier than old technology? More surely fatal than being slow to market? It’s the remarkable indifference to customers that we all still see from some service providers, those who were nodding off during the part where the rest of us learned ...

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Enable People With Good Systems

For 15 years, I’ve been getting my cars’ oil changed at a little shop near my home. It’s not one of those 10-minute lube places; but while they do all kinds of car repair, they’ve always specialized in oil changes and related services. Without exception, every visit has ...

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Just Own It

We have long advocated that organizations should take great care in the selection, training, and apportioning of responsibility to customer facing employees. And, that the organization should do everything possible to prevent those staffers from being placed in the line of fire of customers who ...

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Please, Please, Please Reconsider All Attempts at Multitasking

Earlier this week, my writing partners and I holed up in a very nice, new, suburban, high end hotel for two days of concentrated work on our upcoming book, Rebooting Leadership. The trip was a success in every way. That said, while on the trip, we encountered two glaring examples of the utter ...

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The Customer-Employee Connection

Business Week Magazine has just released its 2nd annual ranking of “The Customer Service Champs”, heralding 25 firms which, amidst an otherwise pretty dismal scene on the service front, are doing the best job for customers. Representing a diverse cross section of American industry, ...

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