Most of us in business today overuse the age-old adage of” giving 100%”. In fact, if the truth be known, many of us encourage and prod our colleagues, contemporaries, and subordinates within our businesses to “give 110%”, whatever that means and if there is such a thing, which I don’t think there is. And then we create spreadsheets, charts, and graphs that identify the various components of our market deliverables and illustrate the amount of revenue, margin, and profit each component contributes, and to what degree internal resources—personnel and cash—are consumed by each channel or component. Generally, our charts attempt to depict the relative contribution—or consumption—of every major product and service group/family that comprises our solution set. In the end,…
Category Archives: Customer Service
Receptivity in “Critical” Times
01/26/2010 Posted in Customer Service, Leadership Comments (2) Subscribe to RSS
A few days ago, for no particular reason except that I happened to be thinking about some of my discussions that day, I took a marker and wrote on one of the flip charts in our conference room reserved for internal meetings, the phrase, “Criticism provides an opportunity for improvement.” I came back into that room for some reason the next day and found that someone had added the word “Constructive” to the phrase to create a new phrase, “Constructive criticism provides an opportunity for improvement.”
It took about four nanoseconds for that act to really get under my skin. I guess our society has advanced to the point and we are so smart that we can now be selective…
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