I once read that one of the most important jobs of a CEO was to hire the right customers. I liked the concept because we rarely think of “hiring” customers. Too often we just assume that a customer with money
Bad service hurts businesses in many intangible ways – company’s reputations suffer, customers spread bad news via negative word of mouth and potential new customers avoid maligned and disparaged companies. But it turns out there can be tangible costs too! TWC
The recent news that Secretary Shinseki resigned is unfortunate because some of the VA’s customer service woes were foreseeable and preventable.
Ron Ashkenas wrote an interesting piece for HBR blogs titled If You Have a Bad Boss, These Are Your Options. In it he simplifies what to do when you have a bad boss – either wait it out or leave.