Recent Articles
The Best Boss: Seeing More Than Meets the Eye
My dad, who will be 95 this summer, was the 9th of 10 children growing up and living through the great depression in Hampton, Virginia. He attended the University of Virginia for both College and Medical School before being shipped off to Okinawa during World War II. After the war, he settled in Baltimore where [...]
How to Turn a Disappointed Valentine’s Day Customer into a Raving Fan
My wife and I spent an unusual Valentine’s Day this year. There was an online offer for flowers that I took advantage of. The flowers were kind of overpriced but they looked beautiful online and I decided to go for it. Since my wife doesn’t like surprises, I asked her to pick out the arrangement [...]
Suggestions Anyone?
Over the years, many of the companies for which I have consulted have tried some form of suggestion box to generate ideas on how to improve their processes and productivity. In almost every case, the suggestion box has not brought about the anticipated results. In fact, I submit that the suggestion box, unless handled very [...]
How to Make Everyone Look Good
During the time that I was the customer service manager at Rosenthal Acura, I would meet weekly with all the department managers to identify problems and handle customer complaints. Wherever possible, we would redesign our processes to resolve them. According to the sales managers, the salesmen, whose cash bonuses were directly affected by customer ratings, [...]
