I often organize my thoughts by writing, perhaps because of my communications and journalism background. I decided to use this space to share some of those random thoughts and ideas with you. I hope you enjoy it, and maybe we can all learn something new.
Going…Going…Gone…
Going, Going, Gone!
I'm not talking about baseball…I'm talking about customer service. It's out of here.
Somewhere in the last decade, people were replaced by phone trees in the name of "efficiency." Companies force chatbots on customers and call it "innovation." And somewhere, lost in all of that, is what used to set good companies apart from bad ones: a real desire to help the customers who make us successful.
Your Team is Fine… or So You Think…
I hear it all the time.
I’m having a conversation about Teamwork with a CEO, a COO, or a CHRO, and I ask about their teams. Almost every time, I get a response along the lines of: “We have a really great team. People work hard here. We have no need for teamwork training.
In their mind, this is 100% true because they are telling me exactly what they see from where they sit.
The problem is where they sit.