Tag: customer experience

Teachable Moments: Learning to Win Well the Hard Way thumbnail

When I told “John” what I did for a living, he chuckled. “Oh, I learned how to be a good leader the hard way.”  Don’t we all.  It’s often our most klutsy moves that teach us how to Win Well.

John’s Story

Here is “John’s” story. I hope you’ll share yours with our LGL community in the comments below.

I was the VP of well-known

What To Do When The Customer is Wrong

What To Do When The Customer is Wrong thumbnail

The only problem with the concept, “The customer is always right,” is that sometimes they’re wrong. If you’ve been in any kind of customer-facing position, I know you’re with me. Sure, there are many, many circumstances where the only choice is to bite your tongue and concede, for the good of the customer experience. But some wrong is just, well…wrong. It takes confident humility

When to Break the Rules

When to Break the Rules thumbnail

I’m sitting next to Rick, a retired railroad engineer, on a delayed Southwest flight from Tampa to Baltimore. It’s been a LONG week of serial cancelled flights, and other travel frustrations. I’m wearing the same suit I wore in Detroit on Tuesday because I never did make it home between gigs. Rick doesn’t seem to notice the wrinkles, as we begin swapping travel nightmare stories.

It was the

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