INSIGHTS (on leadership/self-leadership) People can form an impression of you in as little as 1/10th of a second. And it can last forever – it’s hard to change … [Read more...]
Issue #47: On the 2 Types of Empathy, the Strategy Leaders Forget, and More
INSIGHTS (on leadership/self-leadership) Empathy is a misunderstood term. It’s the capacity to understand what others are feeling/thinking and relate. It’s making others … [Read more...]
In Shameful Apology Email to Customer, Wendy’s Manager Blames Drug Addicts and ‘Little-to-no Talent Pool’ for Team’s Bad Service
Actually, honestly is not always the best policy.
We've all experienced poor customer service. My wife and I lament all the time that customer service seems to be declining fast everywhere we turn--but somehow not … [Read more...]
