Most surgical waiting rooms I’ve visited have been trash strewn purgatories where anxiety-laden loved ones await news of patients’ surgical outcomes.
Rebecca Morgan
Give your staff your opportunity to shine
I’ve worked for bosses who took every chance to be the star of the show, including taking credit for my accomplishments. I’ve also served under a rare few who stepped aside to give me the spotlight when they could have rightfully taken it for themselves.
Recently I had the latter. While it might seem like a small experience, it meant more to me than I would have thought.
How small businesses can profit from blogging
My friend Susan Friedmann interviewed me for her Niche Talk radio show. We discussed my ideas on how small businesses could profit from blogging. Listen to the 30-minute interview.
Sign of troubled times
When I was in London in April, I was surprised to see these signs scattered around transit areas.
It made me wonder if there had been so many incidents of passengers abusing the staff that they needed to post signs telling them to stop.
It also made me wonder if the signs had any affect. Generally, signs don’t change negative behavior. With few exceptions, “No Littering” signs don’t stop people from littering.
I can’t imagine someone being angry enough to curse at a bus driver, but then think, “I better not. The sign said to not take it out on the staff.” I don’t think that’s how people think.
Do you have this affliction?
I’ve rarely had it, but know I have once in a while.
You may have, too.
It’s an affliction that has affected millions.
It creeps upon you without your becoming aware of it. You display classic signs, yet they seem normal. After all, so many people in your circle display the same symptoms.
What is this dreaded malady?
Couple candor with kindness
Candor can be a wonderful gift. In it’s absence, many people think they are doing well, when really they are alienating others right and left. In consulting with managers for 3 decades, I’ve seen as much dysfunction resulting from no candor as from too much.
When feeling compelled to deliver unpleasant feedback, it is common to preface it with “I just want to be honest.” That seems to then release the giver from any need to couch the comments in a way that takes into consideration how their words might affect the receiver. They can spew forth any judgmental and overarching comments in the delusion that they are being helpful.
Are your wise cracks creating a hostile environment?
A friend has worked in a toxic workplace for 10 years. His boss is clueless and mean. She’s like a female Michael Scott from The Office, so we’ll call her Michaela.
Is your staff’s ignorance hurting your sales?
I love that California restaurant chains now list their dishes’ nutritional information. It helps me make better choices.
However, I’ve discovered that some restaurant staff prefer to not become even minimally familiar with the information. It made me wonder if there are other industries where staff’s purposeful ignorance is costing them sales.
EasyJet isn’t easy
I travel a lot. Both domestically and internationally. Whenever I fly a new carrier, I check their luggage restrictions and do my very best to ensure I don’t have additional charges.
So imagine my dismay when a companion and I flew EasyJet the other day. We had carefully calculated how many bags and weight we’d have to pre-purchase and dutifully went to their web page to purchase the extras on the day of the flight.
“You are being rude!”
I was told this the other day after a tense conversation with a rep who made allegations about my actions that weren’t true and kept interrupting me. I thought I was being logical, persistent and not letting her state things that were untrue. She thought I was being rude.
Can customers be rude?
Absolutely.
Can customer service providers be rude?
Of course.
Is it ever acceptable for a provider to tell a customer s/he is rude?