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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You’re an artist and you play to make yourself happy. Having spent some of my life as a performing musician, I know the joys of practicing (and that’s not sarcasm) to get better and do things you couldn’t before. But I believe it would be hard to find any performer who didn’t think it was even better when you had an audience there to support you and show you some love for all that hard work. You’re in it together. Continue reading
Filed under Helpful Hints, Reality checks, Thinking Aloud, What's Going On
One of the changes in the air these days seems to be that people are taking responsibility for their screw-ups and apologizing. I’m not talking about apologies of the lame “mistakes w
ere made” sort. Nope. These are people who probably don’t have to apologize publicly given their stature but who are doing so very openly and very clearly: Continue reading
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