Customers Want Solutions Not Sympathy

Not too long ago I was really, really mad at Southwest Airlines and I must tell you why, but I am really, really sorry if this bores you. Patti and I were flying home on Southwest Airlines from Orlando with a connecting flight in Baltimore. The plane in Orlando had mechanical problems and we got started 90 minutes late. (When planning we knew connecting flights were problematic so we allowed over two hours for the connection.) On our flight from Orlando there were about 20 passengers who were trying to make the same connecting flight in Baltimore to Boston. We [...]

By |2018-01-18T08:45:41-05:00January 18th, 2018|Change Leadership|

What is Your Success Formula? – Part 2

What is your organization’s success formula? Can you describe it clearly to others? If you can’t, you aren’t alone. While many organizations have developed practices that have sustained them for years, most have not developed a clear success formula. Great companies have a formula and know how to tweak it when they need to.

By |2017-05-19T19:55:11-04:00February 25th, 2014|Leadership, Leadership Lessons|
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