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The Root Cause of Good and Bad Customer Service

Posted by on Jun 12, 2013 in Entrepreneurship, Featured, Food For Thought, Managing People | 2 comments

Have you ever felt like reaching over and hugging the person behind the counter? Have you felt like reaching over and beating the person up? We all have our good and bad customer service stories. Below are real life examples of a good and a bad customer service encounters. Then the conclusion of what makes a company provide either the good or bad experience to their customers.

Would You Counter Offer When Someone Resigns?

Posted by on May 20, 2013 in Featured, Food For Thought, Managing People | 0 comments

A friend of mine resigned from his job to take a new position with another company. Interestingly, his boss immediately counter-offered with a higher salary, approved a special project my friend was pushing for, and promised other improvements. The counter-offer made my friend pause and think for a bit, but it was a little too late. This scenario has happened with a number of people I know and most of them got “upgrade” offers when they resigned.

It always makes me laugh when I hear such stories. I find it silly for a manager to make those upgrades AFTER a resignation instead of before. It just seems backwards to me.

Let me explain my logic using gardening.