Posted in communication, Empower

Things Go Wrong


Customers who have problems solved have a higher satisfaction rating than customers who never experienced a problem.

The Ritz Carlton allots $2,000 per day for employees to make things right for their customers when things go wrong.

How are you empowering your staff (or yourself) to handle customer problems?

How do you feel dealing with people who work for an organization that lets you down and have no authority to help?

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Posted in communication, Empower, Outcome Thinking

It’s Not You… Actually, Yes It Is


If you expect the best from someone, you are statistically likely to find it.

The same is true if you expect the worst.

Ask yourself what you’re expecting from those around you.

Isn’t it funny how often you find it?