We used to talk a lot about how to provide excellent customer service. When you’re running a business and you are processing, say, 250,000 transactions, you’re still going to have 25 unhappy people if you operate at a 99.99% satisfaction rate. To that person, they don’t care that you got the other hundreds of thousands of transactions right – you have a failure rate of 100% as far as they are concerned. Continue reading
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I’m a big Bob Dylan fan (yes, another of the 25 things you don’t know about me). While he’s not always easy to appreciate, I don’t see how anyone can argue about his place in American music. In fact, I always use him as the acid test when people start discussing how “big” a particular artist is. The test is simple – my grandchildren’s children will still hear and be familiar with the songs of Bob Dylan as we are with the music of Bach or Irving Berlin. Can we say that about whomever we’re discussing? Continue reading
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It amazes me how many pieces have been written over the last couple of months in which the author or the subject relays some epiphany they’ve had about the economy. Pick up today’s Times and read the business section and you’ll see what I mean. Actually, most of these great insights aren’t about the economy at all. They’re really about horrible business practices and how the current situation stems from them. I think one can pretty much sum them all up as follows: Continue reading
Filed under Huh?, Reality checks
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