Fri, 12/07/2012 - 12:29
Generally, companies try to stay on their best behavior all year long. But during this holiday season—with decked halls, crowded malls, shrinking bank accounts, and frayed nerves—providing great service is even more critical than usual. Much like…
Mon, 10/15/2012 - 10:02
In a harsh global economy, great service is the price of admission. Companies whose cultures aren’t built around the ability and the willingness—no, the eagerness—to delight the customer won’t survive. You know this. And if you’re a leader at a…
Wed, 09/26/2012 - 11:40
When an organization’s employees aren’t happy, it’s unlikely they’ll be providing the kind of quality service that leads to happy customers. One of the fastest ways to create internal strife is to let “difficult” people go unchecked. The best way to…
Wed, 06/13/2012 - 09:40
You start your morning running late and sprint into your local coffee shop for your morning cup of joe. As you breathlessly place your order, you notice the barista doesn’t smile at you. She utters a flat, “Here you go” as she hands you the steaming…
Tue, 05/29/2012 - 11:41
Travelers coming through New York’s three airports—La Guardia, JFK, and Newark—might soon feel the need to double check that they aren’t walking through the set of a science fiction movie. That’s because the airports are introducing some high-tech…
Tue, 05/08/2012 - 12:23
Spirit Airlines recently flew into a big public relations disaster. Sticking to a no-refunds policy, the airline refused to refund the airfare of a passenger who had to cancel his trip after finding out he has terminal cancer. Then social media took…