Tag Archives: customer service

(#359) Collisions and Serendipity


If managers across the company landscape remain insular, they can end up repeating redundant routines and retreating behind territorial barriers. “Collisions” represent opportunities. Visionary Tony Hsieh believes we need to “maximize collisions to accelerate serendipity.” That is, we need to … Continue reading

Posted in accountability, amplifying, customer service, decision making, leadership, plussing, Reflection, Relationship, self-efficacy | Tagged , , , , , , , , , , , | 1 Comment

(#314) P2P: Building A Story


Every encounter is a story waiting to happen; a story waiting to be written. This blog has often covered the importance of relationship building. It remains a key feature of my 7Rs model for for student, workplace, and life success. … Continue reading

Posted in accountability, Appreciation, authenticity, branding, common sense, customer service, emotional intelligence, leadership | Tagged , , , , , | 5 Comments

(#256) Don’t Blame the Bureaucracy, Point to the People


If you can’t or won’t help, just step aside for someone who will do a competent and humane job. When something goes wrong in a big organization, the easy thing to do is blame it on the bureaucracy.  Blame the … Continue reading

Posted in bureaucracy, customer service | Tagged , , , | 2 Comments

(#218) Stop Saying “I Understand!”


Don’t guarantee what you cannot deliver. By now you probably heard the customer service call from hell that a Comcast customer recently endured. While Comcast apologized, I think most of us can sympathize, empathize and/or identify with the situation. At … Continue reading

Posted in Integrity, quality, service | Tagged , , | 4 Comments

(#167) Standout or Get Left Behind


What can you do this week to become the go-to person, the linchpin— the difference maker—in the lives of others, and by so doing, make a huge difference in your life? Last week I read (devoured) Seth Godin’s provocative book, … Continue reading

Posted in Being REMARKABLE, Choice, customer service, Goals, influence, Integrity, leadership, Making a Difference, Passion, Personal growth, Personal Wellbeing | Tagged , , , , , , , , | 4 Comments

(#144) College Retention and Persistence: Ask the Correct Questions


Before we can solve a problem we have to ask the right questions. Today I facilitated a workshop session at the 32nd Annual Conference on the First-Year Experience.  We examined why students stay in college and why they might leave … Continue reading

Posted in college retention, customer service | Tagged , , | 1 Comment