What Did You Say?

When I wrote the book The Complete Idiots Guide to Great Customer Service in 1998, we interviewed the Vice President of Hertz Reservations who shared this story with me. Hertz did a survey of their top customers and found out that they were highly dissatisfied with how long it took to return their cars and … Continue reading What Did You Say?

Why Leaders Don’t Puke

The Life Science Leader writes about how Leaders Don’t Puke. Rather, they lead by vision and find out what’s important to people before they start trying to influence them.  Life Science Leader talks about  how the best organizations teach all of their employees to lead, from the CEO on down.  To read more, click here   … Continue reading Why Leaders Don’t Puke