01 Aug
If the employees who answer your company’s phone can’t help, don’t let them pretend that they can.

Seth Godin recently delineated 6 rules for treating inbound customer calls with respect. It’s delightful reading, especially his idea to “have a bright red light flash on the CEO’s desk whenever anyone, anywhere, is on hold for more than 5 minutes. If it gets to seven, have the call automatically route

11 Jun
Ethos. Logos. Pathos.

Last weekend my son graduated from Loyola Law, and the keynote speaker reminded us of Aristotle’s directive to influence the listener when making an argument. Ethos, Logos, Pathos, the speaker repeated. In contemporary language: credibility, logic and motivation. As I listened to his challenge to his audience, I thought, Isn’t this a wonderful credo for


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