Monthly Archives: June 2017

We come to an area in the summer that is known for being a family vacation destination, therefore, quite crowded in the summer. The local economy depends on that as winter brings a significantly more scarce population. The region is also home to one of the country’s wonderful national parks. My kids can confirm. For the last three years, I grumbled about what a bad impression vacationers get when they arrive based on the terrible road conditions. Most probably go…..

Read more

An unbelievable–well not really–phone system set up at my specialty pharmacy. I use them because they do such huge volume that their prices are deeply discounted. I am beginning to think I would rather pay the higher prices at a conventional store. Otherwise, I will surely begin needing an additional prescription for the high blood pressure they caused while trying to reach them. The kicker is how they set it up. The first thing you hear is “Press 1 for…..

Read more

Does an organization with specific job descriptions take a risk of creating a “not my job” atmosphere? It could. Successful organizations can have descriptions and not foster territorial employees if they also have one very important component. It must be coupled with a customer centric vision that charges each and every employee accountable to contribute to the effort. Granted, there may be technical elements of a few positions that only particular employees have expertise in. There are far less of…..

Read more

WHY? is a customer service satire, poking fun at many industries for a lack of pleasant and efficient customer service. It was only fair to offer one chapter devoted to obnoxious customer behavior. I call them the BCCs. Badly Behaved Consumers. At best, you have been waiting your turn when you have had the pleasure of witnessing an exchange of this impolite behavior. Or worse yet, you might be one of those joining in on the party. So it is…..

Read more