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People Centric

Making Money AND Making Nice: selling, managing, coaching, and leading with respect, kindness, and serving
Monday, 26 Jul, 2021
Making Money AND Making Nice: selling, managing, coaching, and leading with respect, kindness, and serving

When I asked a clerk at Walmart recently if I needed to wear a mask to enter, he responded: “Do whatever you

The Business of Kindness
Monday, 28 Jun, 2021
The Business of Kindness

Recently people have been discussing ‘kindness’ as a business strategy. I’m so pleased. Kindness – not a word historically associated

Customer Service from the Customer Side
Monday, 31 May, 2021
Customer Service from the Customer Side

I live on a floating home in the Columbia River in North Portland, OR. Daily life is just like living anywhere else,

Putting People First: the path to Customer Centricity, essay
Monday, 17 May, 2021
Putting People First: the path to Customer Centricity, essay

A few years ago,  Brian Moynihan, the CEO of Bank of America, was interviewed as he discussed their new Customer Focus initiative:

Beyond the Mask: do we really see each other?
Monday, 10 May, 2021
Beyond the Mask: do we really see each other?

Enjoying my post-gym coffee outside a coffee shop last week I looked up and noticed a maskless man drinking his coffee at a near-by table. I got a shock when I saw his whole face. A face! The whole face! I’ve gotten so adjusted to only seeing eyes and mask that I was startled, and surprised on many levels.

Thank You. We Appreciate You: a case study in caring for employees
Monday, 19 Apr, 2021
Thank You. We Appreciate You: a case study in caring for employees

Early this morning I went to my favorite ‘big box’ supermarket, WinCo. If you’re