by John G. Self | Apr 18, 2014 | Career Management, Leadership
You cannot be perfect at customer service. The real fun comes, I believe, in the trying to be perfect, being passionate about achieving that which is impossible to attain. That companies understand they cannot achieve service perfection but still keep trying, is an...
by John G. Self | Sep 11, 2013 | Leadership, Technology
In business today, there are two categories of brands – companies with products and services, and executives with professional brands that are shaped by performance, personality and communications/engagement. Last week, something remarkable happened. Nokia, which...
by John G. Self | Nov 6, 2012 | Stories, Technology
On Monday when I returned to Dallas from a weekend trip I experienced, first hand, strategy trumping service, producing less than pleasing results. A Yellow cab driver, first in line, which means she was obligated to accept the first customer, refused to take me...
by John G. Self | Mar 14, 2012 | Career Management, Leadership
We all like to read stories of redemption and vindication. These are themes that the late radio commentator Paul Harvey revisited many times in his afternoon broadcast. In a wonderful, eye-opening book, “Talent is Overrated”, Geoff Colvin, a long time editor and...
by John G. Self | May 17, 2011 | Healthcare, Technology
Improving the customer service experience is one of the new buzz phrases that many healthcare executives are using in connection with improving their HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores. For my non-healthcare readers,...
