A while back I picked up The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs by Bill Price and David Jaffe which is based upon their experience with customer service at Amazon. The premise of the book is that if you'r...…
The old way; a complex topic needs to be discussed and the agenda holder wants everyone to come together to review because it is too complex to resolve any other way; a meeting is called, which takes considerable time to coordinate attendees, time, place and agenda; all come together; u...…
Robert Fritz has a simple approach to those difficult, emotion charged management situations that we would always rather avoid and we just wish they would solve themselves. Problem is they never do and if left, they fester and get even worse. His approach is so simple that once you ge...…
Good leadership is really clear about where it is going, aligning goals and collating ideas, feedback and suggestions all while enforcing the rules of how everyone works together. It doesn't careen wildly in knee jerk reactions to every complaint, criticism or failure. It has a firm a...…
I want a leader who pushes me and everyone around me to do better - to raise the bar. I don't want them to give me excuses as to why I can't do it, create long stories to rationalize my shortcomings, or make it so cozy that I just don't mind missing my targets. I want them to tell me ...…