It’s STILL Your People, Stupid!

For all the technological advances we’ve employed in the workplace, there’s still one thing that rises to the top of what really makes or breaks us – what is that? It’s your people!

People Need the Right Tools to do their Best Work

Southwest Airlines’ winter 2022 meltdown was a failure of tools, a failure of systems. And it was almost as bad for their employees as for their customers.

Let Her Finish!

Let Her Finish! by Bill Catlette 10.08.20 • memphis Cutting someone off in mid-sentence is not far removed from cutting them off in traffic and forcing hard braking, evasive action, and perhaps hand gestures on their part. Yet, many of us, mostly guys it seems, are too well-practiced at interrupting people, especially women in mid-sentence […]

Four Words You’re Gonna Have to Stop Saying to Customers

There’s one simple change that you and your team can make that’ll yield happier customers right away, and it means simply purging your language of one four-word phrase. Over the last few months, service providers who I’m sure didn’t mean to be rude, made each of the following pronouncements to me (and many more like […]

Customer Indifference is a Real Biz Kill

What’s more toxic than incompetence? Deadlier than old technology? More surely fatal than being slow to market? It’s the remarkable indifference to customers that we all still see from some service providers, those who were nodding off during the part where the rest of us learned that that just won’t cut it anymore. Remember Eastern Airlines, […]