181 of the top 200 US corporations, members of the Business Roundtable have made a new commitment to become more socially responsible: – Delivering value to our customers. We will further the tradition of American companies leading the way in meeting or exceeding customer expectations. – Investing in our employees. This starts with compensating them… Continue reading For you, a new commitment
Around 1990, I moved from Cambridge, Mass. to Portland, Oregon and my automobile got a flat tire. I went to a gasoline station to have it fixed but differently from the East Coast, the local station does not fix tires. They sent me to Les Schwab, a chain of tire stores. There they fixed the… Continue reading How to get loyal customers?
Number #1 Is the customer treated like a King or Queen? You are very happy to sell the customer something but you unfortunately look at customer service as a “cost,” something to reduce. Years back a banker told me his president said, “We would have a great bank if we just didn’t have to talk… Continue reading Improving Customer Service
Wow, it is not easy for me to do “business as normal.” People are just not there or they are at home and do not have the power to help me. Today I called Union Bank to wire funds to Japan. I have done this many times before with this bank, but they changed their… Continue reading Autonomous – managers have to become coaches
Yes, the world is radically changing. I called a person at Traveler’s Insurance and found out that all of their employees are now working at home, (approximately 30,000 employees.) I spend a good part of my day on the telephone and I find it now very difficult to reach people. It used to take a… Continue reading With people becoming autonomous what is the role of the manager?
Milton Glaser died this past weekend at the age of 91. He designed Dylan covers, I Love New York, and hundreds of other famous posters. He was honored by President Obama with an arts and science medal. Milton also designed the modern supermarket; at one time just a big grocery store to now being a… Continue reading Milton Glaser – America’s number one designer