Tag: Customer Service

Act like you own the place

by Dan Oswald I was at a conference last week with a group of senior executives and company owners. Not surprisingly, one of the topics the group discussed was how to identify and attract top talent. It was suggested that a common trait in the best employees is that they act like owners. That might […]

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Good Company Culture is Essential to a Business’ Success

“Culture eats strategy for breakfast.” It’s a statement attributed to Peter Drucker, the famed management guru, and a concept that many business leaders ascribe to. I like to quote it, and I want to believe it, but is it true?

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A little compassion would have gone a long way for United Airlines

by Dan Oswald Imagine you own a restaurant. It’s a small, cozy place that caters to families and has a great reputation not only for the food but also for the atmosphere. One evening, a customer comes in and orders that night’s special. When his entrée arrives, he takes issue first with the temperature and […]

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What does Hertz have against Grandma?

by Dan Oswald Last week, my wife’s grandmother passed away at 98 years of age. She was a special lady who remained alert and curious until her last days. She was active on Facebook, keeping up with her great-grandchildren’s lives. So my family and I made the trip back to the Midwest for the funeral. […]

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‘Tis the season to do right by your employees and customers

by Dan Oswald Have you ever thought about what employees really want from a company and a manager? What is it that really makes employees feel satisfied in their work? Among other things, having a manager who cares about them as people is part of being happy at work. So when I heard about Liberty […]

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If you don’t have anything nice to say . . .

by Dan Oswald “Better to remain silent and be thought a fool than to speak out and remove all doubt.” —Abraham Lincoln As a child, whenever my mouth started running in the wrong direction, my mother would say, “If you don’t have anything nice to say about someone, don’t say anything at all.” It’s not […]

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You won’t know what your customers want if you don’t ask

by Dan Oswald Knowing what your customers want and need and delivering it are key concepts for any business. But how do you really know what your customers want? The first person I worked for after graduating from college knew exactly what his customers wanted and needed. He had that knowledge because he once held […]

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Our Motto: ‘Customer Service Is Job 2’

Oswald, CEO of BLR, offered his thoughts on customer service in a recent edition of The Oswald Letter. Recently, my wife and I celebrated our 25th wedding anniversary, says Oswald. My gift to her was a trip to the Caribbean for a few days. That’s 5 days without kids! In our world, that doesn’t happen […]

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