Soliciting Customer Service Feedback: Motives Matter
Ginger Conlon, over at The 1 to 1 Blog, writes about an excellent midtown New York meal tainted by a flawed customer service feedback process. When the check arrived it came with two comment cards,...
View ArticleLearnings from the Used Car Salesman
One of the strongest stereotypes in the business world is that of the used car salesman. Close your eyes for 3 seconds and get a mental image. The odds are very high that: a. You envisioned a man, not...
View ArticleWhy People Don’t Trust Trust
In broad terms, what I do for a living is teach (mainly corporate) people to be trustworthy with their business partners, customers and clients. One of the most frequent objections I get is, “But what...
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I’m Just a Soul Whose Intentions Are Good
I’m just a soul whose intentions are good; Oh Lord, please don’t let me be misunderstood. Don’t Let me Be Misunderstood, by Benjamin, Caldwell, Marcus So goes the song (written for Nina Simone, made...
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The Problem with Lying
Dilbert on trust and lying: Scott Adams nails it. With a sledgehammer, as usual. The pointy-haired boss is ethically clueless, and blatantly so. We all get the joke, much the way we get the old George...
View ArticleDisclosure Is Not Transparency
Transparency, most of us would agree, is a positive thing. And disclosure is an obvious way to get there. But transparency and disclosure are not the same thing. And confusing them can actually harm...
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