Tag: customer

Dangers of a Sense of Entitlement

It was a busy travel day and, as often is the case, a flight was canceled. As you might expect, the passengers weren’t all that happy about it. One man in particular was visibly upset by the canceled flight. As he waited in line to book passage on another flight, he became increasingly agitated until […]

Angry Businessman Image

You Can’t Reason with Crazy

Try this one on for size. A number of years ago, four to be exact, we were enjoying a successful relationship with a company we had contracted with since 1995. By all accounts, the firm was doing a good job for us. In 2007, one of the key people employed by the firm decided to […]


Decisionmaking 101

Have you ever considered that more of your difficulties at work come from decisions that are NOT made than those that are? How often do you wait for a decision to come from “on high” only to discover that by the time it does the opportunity has passed you by? My guess is that if […]


It’s the Customer, Stupid

It’s hard to believe but 2009 is coming to an end. For many, 2009 can’t be over soon enough. For most businesses, it has been a challenging year. And while we’ve seen a rebound in the stock market, most companies are reporting earnings that, while they beat analysts’ estimates, are still significantly less than they […]


A Seat at the Table: Define diversity as “mission critical”

When Corbette Doyle took on the role of chief diversity officer at Aon Corp. two years ago, she did so at the request of the CEO. “Without his support and commitment, I wouldn’t have considered making this leap,” says Doyle, who was previously a line executive at the Chicago-based company. “Our senior leaders ‘get’ the […]


Team in Trouble: One word & two cultures = production problems

A team is missing its production deadlines, and a different cultural interpretation of the word “deadline” is the cause. Two experts offer solutions for fixing the problem. The Problem: Don is production manager in a printing company that produces books for major publishers. Five years ago, the company added binding to its services, and Don […]