I used to hate election day. The stress of figuring out where my polling place was; navigating the gauntlet of an unfamiliar, busy, and crowded situation; and it always took much longer than I thought it would, which meant I was late to my job. Since I believed my job was so important and that …
Yesterday, I finally faced down fear and bought a new phone. The old phone - assigned to me in 2015, I believe - was on its last legs. It had so little memory that, every time I needed to download a new app, I had to delete an old app. And, every time I told …
This week, as I mentioned before, I am meditating on forgiveness. Forgiving yourself. Forgiving others. Asking others for forgiveness. It’s hard work, especially as our culture has, to some extent, a tendency toward holding grudges. Especially right now. So much anger. So much indignation. So much resentment. I own some of this, as I also …
Today I had an experience at a grocery store that raised my hackles. Loyal customers at Fairway are used to the brisk New York attitude of the cashiers – but that brisk attitude moves the lines quickly and I’ve never found them to be disrespectful, and the folks on the floor are friendly and helpful. …
I’ve seen a lot of articles lately about how retail customer service needs to step up its game to compete with online retailers. One of my friends – someone who excels at building teams who deliver outstanding customer interactions – replied to one, “Why do we experience so little good customer service, let alone great …
Change+Management 