From the first time I read how the Better.com CEO handled a layoff, I knew it demanded a comment. But where to start? The “pivot points” seemed so clear and straight-forward, that I was convinced there had been a mistake
Trying to Get Better.com
Are Customers More Rude Now?
A recent Time article suggested that rudeness has increased as part of the pandemic, particularly towards those in customer service roles. If this is true, what steps should we take? I’m not going to debate whether customers are in fact
Groundhog Day – 2020
Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.
5 Steps to Prevent “Culture by Accident”
Every company likes to believe that they have a unique culture (as someone once described it “the way we do things around here when no one is looking”). Indeed, whether a company invests a lot of time on culture or