The Common Man
The Common Man
The Auto Bailout--A Service or Disservice?
The big three American automakers — GM, Ford, and Chrysler — are getting a multi-billion dollar bailout. Granted, they have had to come up with a plan in order to get this money—a plan which includes cutting jobs, shedding brand names, slashing CEO pay, reducing some benefits for workers, making more hybrids, and selling corporate jets. But is the bailout really a service? Or is it a disservice at the highest level? Did the American automakers really learn their lesson (besides the one that goes “Don’t fly to Washington, D.C. in a private jet when you are asking for billions”)?
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Managing Expectations: The Key to Great Service
Barack Obama is the country’s president-elect. Whatever your politics, you have to acknowledge the fact that he has fostered hope in America. One reason he was able to transform apathy into action (shattering voting records across the country) is that he understands that politics is about service—service to the people and service to the United States. (Perhaps he read my April 2008 Service and Politics: Not-so-Strange Bedfellows blog.)
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Was Poor Service at the Root of our Country’s Financial Crisis?
People defaulting on loans. Foreclosures. Tanking IRAs. Folks having to rethink their planned retirement age. The news talks about the intersection of Wall Street and Main Street. What about the intersection of integrity and good service? That’s a destination financial advisors and mortgage consultants didn’t stop on their way to the bank.
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The Definition and Evolution of Exceptional Service
Coming up with a definition for great customer service is difficult—and vendor dependent. For example, when I’m at McDonald’s, my definition of customer service involves getting my order right, getting me my food fast, and delivering it with a smile. But that is what I expect—and McDonald’s knows that. They know their customers are looking for the right order, at the right price, in the right amount of time.
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Outlawing the Shrug
If you haven't seen the U.S. Cellular commercial that cuts to the core of bad service, check it out here: www.youtube.com/watch?v=tEtDDIBGggQ . I love this commercial!
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