6 things you should NOT do when a customer complains

In my last article I recounted the story of Mike (you can read the entire story here). Assuming you are the general manager of the store in which Mike’s story unfolded, we need to discuss what you would and should do. But first, let’s look at what you should NOT do. You should NOT attribute … Read more…

Mike has filed a complaint. What would you do?

Here’s the situation: You are the general manager of a store that has three departments. Your store is one of more than a dozen similar sites the company owns and operates. You receive a call from the customer service department at the main corporate office. A customer has called to complain about something that happened … Read more…

Attitudes of an Effective Delegator #1 – Others are Smart, Responsible, & Capable

We recently fired an employee and did so reluctantly. She was a hard worker, had a very low absentee rate, and clients liked her. But in the end there was one attitude and its corresponding action that tipped the scales away from retention and towards outplacement as termination is euphemistically termed these days. She patently … Read more…

Back to normal

We were hacked. This website and two more that I administer were hacked by person or persons unknown. It was, in light of all that could have happened relatively benign. The hacker(s) found a backdoor and installed a malware program that did three things. First, it enabled them to send spamvertising from my websites. Using the … Read more…

Birds of a feather – why we need to belong

It commonly happens. Single adults hang out with other single adults. After marriage, couples transition away from their single friends and begin to hang out with other couples. The same occurs after children arrive. Why? Because we are socially programmed to associate with people who are like ourselves. We find both encouragement and support in … Read more…

5 things you should do to prepare yourself to lead a strategic planning session

Every company and organization has them…or at least they should if they want to remain relevant and viable. Some conduct strategic planning sessions quarterly, others but once a year or so. There really is no “right” number. We hold them at least once a year, and for most companies that’s probably sufficient. You will need … Read more…