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In dealing with customers, colleagues, and others, assume good intent. To be clear, I’m not naive enough to think that no one has bad intent. I just believe, deep in my heart, that most people have good intent in whatever they do. I believe that most people are honest, compassionate, hard-working, and want the best […]
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Appearances can be deceiving. We’ve talked about the danger of assuming a level of knowledge. It’s also dangerous to make assumptions about people based on their appearance. We can make bad decisions by judging others based on how they look. Judging Others Can Lead to Mistaken Perceptions My stepdaughter Ellie has a Bachelor of Science
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Do you ever assume a level of knowledge on the part of your customer? The company I use to distribute my books has outstanding, global distribution. Their website and customer service, however, are as bad as their distribution is good. Don’t Assume a Level of Knowledge I needed to update one of my books with
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This is Thanksgiving week in the United States and a great time to talk about the power of a thank you. I noticed, when my wife Janet and I got married, that she always thanked me for everything I did for the household and the marriage. She even thanked me for the sorts of things
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In the current political climate in the United States (and elsewhere, for that matter), it’s fashionable to place the blame for perceived problems on the other guys, the people who feel differently from you. Name-calling and lack of respect is rampant in the comments sections of blogs, on political talk shows, and among our politicians.
IT People Setting a Standard for Respect and Civility Read More »
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Maybe you’re familiar with Maslow’s hierarchy of needs, in which psychologist Abraham Maslow theorized that human motivation is driven by the need to fulfill our needs at each of five layers. The first, or bottom, layer concerns our physiological needs such as air, food, water, clothing, and shelter, to name a few. The remaining layers
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You know how sometimes you’re receiving technical support in a customer support chat session and the rep tries to make small talk at the start of the session? Maybe they ask how you’re doing or how your day is going. Is it just me, or does that make you crazy, too? It’s Different in a
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