Customer Care
People pitch ideas all the time. Most of those pitches never get heard. Why? Because they don’t consider the audience.
I get ideas pitched to me all the time. My inbox is flooded by emails from PR professionals asking me to carry guest blog posts, do book reviews, share their…
Leadership responsibility is included in ISO 9001:2026, Clause 5.1.1, to promote quality culture and ethical behavior. A strong argument could be made for adding safety as well.
Ethics has a very wide range of applications, including the need to avoid conflicts of interest (like…
When OpenAI introduced ChatGPT on Nov. 30, 2022, it arrived as a research preview: a conversational system that could answer follow-up questions, draft fluent text, and give millions of people their first direct experience of generative AI. The early mood was experimental. People tested it,…
The real test of a quality system isn’t what happens when everything works. It’s what happens when something doesn’t.
Recently, two of my cameras failed. They were newer versions of models whose older predecessors still worked, so I contacted the manufacturer to report the problem…
Most organizations are reluctant to spend time and money training their workforce on customer service.
There are a variety of reasons:
1. It will do no good.
2. By the time they’re trained, the employees will leave.
3. It’s common sense. Everyone already understands…
During a recent visit to a brewery in Dublin, I was stopped by one statement displayed on the tour: “The quality of our advertising must be equal to the quality of our beer.”
It was intended as branding. But it pointed to something most organizations quietly overlook: They assume…