Category: Uncategorized

  • What they want and why they want it: Providing exceptional customer service

    May I ask you to complete a difficult task? Please take a second and recall a recent experience in which you received exceptional customer service. Tough as that task may be, I’m sure we can all recall at least one time when we, the customer, felt like we were exceptionally well served. And I’m willing…

  • Let them choose! Idiosyncratic preferences at home or at work

    Over the course of many dinnertimes, many parents notice a pattern in their young children’s preferences. Shortly after sitting down at the table, and whatever the color of the child’s plate (fork, placemat, cup), the kid decides it’s the wrong color. Pink plate? Oops, they wanted the green one. Green plate? Guess tonight was a…

  • Responding to organizational stupidity: To highlight or understand?

    People in organizations make stupid statements all the time. They get the facts wrong in presentations. They make nonsensical statements in meetings. They portray an undoubtedly incorrect conclusion as the Gospel truth. Assuming you want to respond to a stupid statement, you face a choice. Should you highlight the stupidity latent in the statement, or…