Build a Balm in Customer Service

Great customer service also is about making customers’ experiences emotionally comforting.It happened in a large field after it started to rain. Three hundred people were in make-shift tents or thin ponchos on rural property owned by David Hill. It was a chilly night in late March and people huddled to keep warm. They were on a historic journey. All day they had been harassed and threatened by as the brave crowd walked along a 54-mi ....read more

A New Model to Explain Remote Leadership

Guest post, by Kevin Eikenberry Most people will agree that leading people from a distance (also known as remote leadership) feels very different from the way we’ve always worked in the past. It’s easy to point to factors like a lack of eye contact, or the inability to get answers to questions in a hurry to demonstrate the point. But how different is leading remotely, really? A new model may help answer that question. In the book, The Long-Distance Lead ....read more

Customer Service Saga With of a Side of Grits

It was supposed to be a romantic breakfast at a renovated historic hotel in mid-town Atlanta. It was early, the restaurant was not crowded, yet our waitress had obviously shifted to a low gear before we arrived. My wife and I ordered the same basic meal and intended to order a side of grits to share with our eggs and bacon. But, the distraction of the slow-motion customer service caused us to forget to request the side order. The meal finall ....read more