When Companies Can Treat You Like an ATM, Many Will Do So
The End of Refrigeration One small custom chip, some relays, a transformer, a couple of heat sinks, and a bunch of passive parts. Maybe a build cost of $20-30 or so? But GE’s price to me was $250, plus...
View ArticleRude Behavior Costs Companies
Approximately one-third of consumers surveyed reported they’re treated rudely by an employee on an average of once a month and that these and other episodes of uncivil worker behavior make them less...
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The Impact of Leadership on Business Outcomes
Joe Folkman Guest post by Joe Folkman Have you ever been part of an organization where things were proceeding smoothly, where goals were achieved, people were busy and the organization was doing well?...
View ArticleBe Thankful for Customer That Are Complaining, They Haven’t Given Up All Hope
I ran across this message and liked it (by wuqi256): My time spent in a fast food chain (factory worker on weekends and security guard at night, yes really thanks to them, i have great jobs like that)...
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The Customer is the Purpose of Our Work
Quote from Gandhi on customer focus at the Chakra restaurant A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in...
View ArticleSimple Customer Care: Communicate
Some management issues are hard. You are often balancing priorities. Sometimes though it is extremely simple: either you have concern for customers and take actions to back that up or you have some...
View ArticleCustomer Focus by Everyone
There are many critical elements to a management system. One that is fundamental, yet still poorly executed far too often, is creating a system where all staff can focus on enhancing value to the...
View ArticleCustomers
Customer focus is critical to succeed with management improvement efforts. Few argue with that point, though my experience as a customer provides plenty of examples of poor systems performance on...
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Quality Processes in Unexpected Places
This month Paul Borawski asked ASQ’s Influential Voices to explore the use of quality tools in unexpected places. The most surprising example of this practice that I recall is the Madison, Wisconsin...
View ArticleOut of Touch Executives Damage Companies: Go to the Gemba
When your customer service organization is universally recognized as horrible adding sales requirements to customer service representatives jobs is a really bad practice. Sadly it isn’t at all...
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Don’t Ignore Customer Complaints
I find Paul Graham’s ideas very useful. I disagree with his recent tweet though. Update: See note at bottom of the post – Paul tweeted that his original tweet was wrong. Base your assessment of the...
View ArticleGood Startup Ideas from Startup Weekend JB (Malaysia)
I like all these startup ideas from Startup Weekend JB (Malaysia). I can’t figure out how to comment on their blog (I am guessing Tumbler just eliminates commenting?), so I started this post – and...
View ArticleSupport Theatre
Support theatre provides the appearance of supporting customers when in fact it is just treating customers poorly based on a management system that disrespects customers. It is a similar idea to...
View ArticleAdd Constraints to Processes Carefully
Take great care in adding constraints to processes to avoid doing so needlessly. Online you will frequently find forms that have required fields that needn’t be. Certainly if you were designing with...
View ArticleCater to Customers Desires to Achieve Customer Delight
Customer delight requires understanding your customers needs and desires. Often even your customers don’t understand these well. Businesses that have a deep appreciation for what their customers, and...
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