With years of travel I’ve experienced the full range of frontline servers. Some are warm, friendly, and genuinely want to help. They seem to have bounced out of bed that morning thinking “how can I brighten our customers’ day?” Others are sour and surly. For them, customer service is an oxymoron and a huge pain […]
Read post »Over the last few decades research on the key elements of top performing organizations has dramatically increased. When I wrote Firing on all Cylinders, organization effectiveness frameworks focused on service and quality improvement and were just being developed in Canada, the U.S., Japan, Europe and other countries. The book’s “cylinders” framework draws from that research […]
Read post »Early in his career, Thomas Edison invented a vote recording machine for use in legislative chambers. Politicians could vote yea or nay from their desks. This would replace the time consuming process of counting votes. Edison patented the machine and went to Washington to demonstrate and sell it. He was turned down immediately. Edison was […]
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