GOOD Service Can Defuse BAD Service

We all know that really good customer service can make all the difference to attracting and maintaining our clients.  Any service or retail company that is not focused on building, coaching and achieving great customer service is simply just begging to go out of business.  Yet have you ever remained with a company as a client even when the customer experience was just plain awful?

Recently I experienced the poorest of service from a company that I really had grown to expect that nothing ever goes wrong.  Yes, the client experience was so perfect that I have been amazed over the past few months why everyone in the world didn’t do business with them.  When I had an issue, their customer service seemed right on top of things and I felt more than confident that things would be fixed.

Then the issue didn’t get fixed within the timeframe promised.  I called back to customer service, and was again treated with such respect, I left assuming that “things happen” and that this time I was going to have no problems.  Well, they dropped the ball again.  And then they dropped the ball again.  Yet after the 4th call, it was finally fixed.

I know what made the difference is that I was genuinely ticked off each time I had to follow-up and call back, but each time I was treated so well that I hung up happy as a clam again with these people.  Even at the 4th call I was amazed how quickly I cooled down because GOOD Service Can Defuse BAD Service!

I’m still a client today.  If you want to experience really good, no make that really awesome customer service, call eBay!

Should I Resign or Get Fired?

I dear friend of mine asked me this question recently at a point in her life that I had been expecting to come months ago.  This is a very sweet person and a joy to work with as a fellow human being, but she has got to be one of the most unfocused people I have ever known.

She has a relatively low pressure job that she has managed to turn into a high stress job because her productivity is minimal, and now her manager has started corrective action that requires her to get something done.  Rather than work on her time management skills, or focus on her priorities she is ready to throw in the towel.

I was looking through NetSpeed Fast Tracks for a few pod spots that might help her dig out and sent her one of my favorites to help with the time management issues called: Time Management for the Perpetually Challenged.  She appreciated the tips, but a week later she was back to the same old song of should she resign or get fired.

After we talked for a while I started to get a better understanding of the economic issue she was facing if she resigned versus getting terminated so she could collect unemployment.  Although I understood her dilemma, the trainer in me was still trying to get her to focus on improving the skills she would need going forward in this job or the next one she gets.  And keeping this job to me seemed like the best economic decision she could make too.

In the past few weeks she has moved a few things off her to do list, and she is feeling better and less stressed.  Her manager is pleased with the progress and is very supportive of her efforts to improve her performance.  I asked her if she was still considering resignation, and she is not planning to accept defeat and sees a light at the end of the tunnel after all.

I was prepared for her decision to resign, and had already found a perfect message to send her so she resigned the right way.  It is called Leaving in Style.

If you would like to have full access to NetSpeed Fast Tracks for free, for 30-days, register, then email me at and I will upgrade you to a premium level.

Ethical Management

I wrote a book called The Training Physical, and it was published last year.  As part of a very lengthy questionnaire to generate a press release I was asked to describe myself.  I chose the words honest and ethical as a starting point.

The publicist I was working with said that during interviews, people are going to pick up on the word ethical and want me to explain myself.  She said I need to be ready to site specific reasons why this word describes me, especially given the topic I wrote about.  So I offered the following as a response, and I hope you will add to this discussion your interpretations too.

One of the things that I cannot stand is when people lie to me.  I probably inherited this from my Father as it was his main pet peeve too.  I believe in being honest, and yet you can be sensitive to people’s feeling while still telling the truth.  I think today that too many leaders lie out of both sides of their mouths so they can be loved by everyone.  Yet, once it is discovered that you lied about anything, the trust you built up to that point is diminished and it is very hard to restore it.

To me being ethical starts with telling the truth, and taking your lumps for errors, mistakes or differences of opinions.  Ethical managers do the right things for the right reasons even though they may lose the popularity contest.  They are true to their values, oaths and promises and I believe earn more respect than those who court too big of an audience.

Ethical Leaders don’t manipulate people, accounting figures, or situations to achieve personal agendas.  They do what is right for the people they serve and are usually more respected than their self-serving counterparts.

I have had the distinct pleasure of knowing and working with several ethical leaders, and they are extremely successful people.  Like many of you, I have also had the thrill of knowing too many unethical people and I find it fascinating how they continue to thrive.  I rest on the saying, “what goes around comes around” and just keep myself focused on my own behaviors.

So if you were asked to describe what ethical management means to you, what would you say?