24 September, 2013 - 16:08 - Douglas
There are five words that every customer hates with a passion: "That is not my responsibility."
Regardless of whether you're in sales, support, engineering, marketing or management, if you say those words to a customer, that customer knows that your firm doesn't give a damn. And you've probably lost that customer, too. Here's why.
From inside your company, you know which person and group has responsibility for various aspects of your business. Therefore, if a coworker comes to you with a problem that's not in your bailiwick, you can send that coworker elsewhere.
14 May, 2013 - 22:22 - Douglas
The very best managers do the exact opposite of what the average manager does.
By Geoffrey James | May 14, 2013
At best, following conventional wisdom results in mediocrity. Truly great bosses don't just march to the beat of a different drummer, they convince everyone else to march along with them. Here's how:
1. They put the customer second.
When managers preach and practice the longstanding axiom to put the customer first, they overlook their employees, who are the people actually responsible for creating and nurturing the customer experience.
22 March, 2013 - 08:49 - Douglas
26 February, 2013 - 08:16 - Douglas
Står på Arlanda och skall flyga till Köpenhamn. SAS har stora problem med incheckningen då man på morgonen tagit ett nytt datasystem för just incheckning. Kort fungerar inte, SmartPass fungerar inte, man får ingen seat-lapp. Hur f-n kan en IT-avdelning släppa ut ett sådant system? Har man ingen respekt för kvalitet, för medarbetare och för kunderna?