The Open and Shut Problem of Empowerment
Empowerment continues to be the word most often used to indicate that we trust our people to make their own decisions, handle their own work, and do what’s best for the organization. But all too often,...
View ArticleService Efficiency vs. Customer (and Server) Comfort
Efficiency and comfort can sometimes be at odds. This divergence is often exacerbated by new technology, particularly in the service industry. Combine the drive for efficiency with technology and...
View ArticleHow Customer Service Can Neglect Customer Care
When it comes to customer experience, the height of efficiency can take you to a low of satisfaction. Here are two recent personal observations: the first from a small, local eatery during the recent,...
View ArticleThree Ways to Deal with Employee Downtime
Sometimes a small question is actually about a bigger issue. This was the case when a faithful reader’s recent question got me thinking in two different directions: What could she do about an employee...
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