What Great Customer Service Looks Like
What does great customer service look like? Best Superbowl Advertisement in Real Life It was the best Superbowl advertisement ever: It was Superbowl Sunday just before kickoff. It was the first appointment the Apple Genius Bar had available, my hard drive had crashed,...
When To Stand Your Ground
“Pete” a leader in a new job with a substantial increase in scope and scale, asked me this seemingly simple question: “How do you know when to stand your ground?” I knew he needed more than my first instinct of “just go with your...
Help Your Team Become More this Year
“If your actions inspire others to dream more, learn more, do more and become more, you are a leader.” ~ John Quincy Adams At the turn of one new year, I remember my eyes were crossing and my neck was twitchy after 27 conference calls to finalize our New...
Winning When The Troops Are Tired
“I’m so sorry,: I whispered before he could even say hello. It was Sunday afternoon, and it was the third time I had to call. He graciously spoke what we both knew was technically true, “Karin, no worries, this is my job.” But it had been a...
