Tue, 10/17/2023 - 12:02
“I don’t understand. This hotel has no restaurant, no concierge, and no valet. It’s not at all what I expected. The place had no standards.”—Guest at a roadside motel
“I showed her the picture of Jennifer Aniston and asked for the same haircut. She…
Wed, 08/09/2023 - 12:02
‘Who designed this convoluted process? A monkey could have done a better job.”
“Why do I have to come in and talk to someone? This whole transaction could be handled online. Frustrating!”
“I dread going there. The parking lot is impossible to…
Thu, 06/08/2023 - 12:03
‘They reduce our bonus if our calls go longer than three minutes. I’m not going to lie; I start talking faster at the 90-second mark.”
“She asked me to suggest ideas, so I did. I now have a whole bunch of extra work to do. It’s the last time I’m…
Tue, 05/09/2023 - 12:02
She has three supervisors, and he has six. She works on five projects, and he has four. Although their paths rarely cross, they have something in common—they’re both part of a matrix organization.
Unlike a traditional workplace where employees have…
Wed, 03/01/2023 - 12:03
‘They’re hit or miss: Sometimes the service is marvelous. Other times it’s simply meh. I’m afraid to recommend the place because I can’t trust them to deliver.”
“Maybe I’m just boring, but I don’t like surprises. They’re great one day and…
Thu, 01/05/2023 - 12:02
‘I can’t take it anymore! We’re short staffed, I’m killing myself to hold it together, nobody says thank you, so goodbye! Life is too short for this. I can work somewhere else.”
Thoughts like that happen many times every day in organizations large…
Thu, 09/08/2022 - 12:02
Despite our best efforts, it’s not as easy as it looks to get the job training equation right.
“I learned so much during orientation. It’s too bad I won’t use most of it for six months. I took some notes, but I’m sure I won’t remember half of what…
Wed, 04/27/2022 - 12:02
‘Kendra, I think you’re going to do wonderfully at this next task. You have a good eye for detail, and that’s exactly what’s required here.”
“Tom, you have a real knack with people, and I’d like you to take on a temporary role in account management…
Mon, 01/03/2022 - 12:02
They’re with me, I just know it, at least I think they’re with me... OK, maybe not. Oh no! They’re gone. Well, thank goodness that’s over!
Has that happened to you? How about the following:
• I addressed this issue 30 minutes ago. How did they…
Wed, 11/10/2021 - 12:03
From time to time we all have to send our suppliers or customers packing. Does the following client relationship sound familiar? About 100 of her clients use her services once a year. They expect champagne service on a beer budget, and they pull her…