In his book The Icarus Deception, Seth Godin tells the fabled tale from Greek mythology. As we all remember from our childhood, the imprisoned Daedulus made wings by adhering feathers to a wooden frame with wax and string. Before their escape, he cautioned his son Icarus that flying too close to
Tag Archives: communication
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
As if test scores, student loans and letters of recommendation weren’t enough, business schools are now looking at students’ EQ, or emotional intelligence, to decide which future M.B.A. hopefuls will make the cut. A recent article in the Wall Street Journal notes that many companies select for top talent with this
Melissa Mayer isn’t the only CEO shaking up the culture of her company. Bob Flexon, CEO of Dynergy, started with $5 million in savings when he moved from fancy headquarters to a single open floor in a new building and swapped private offices for cubicles. But that was just a start. “Among other changes, he
Listen closely, I want to tell you a story… What is it about storytelling that appeals so strongly to human nature? It’s about a connection which is why storytelling is your ultimate weapon, says Jonathan Gottschall, author of The Storytelling Animal. He writes, There is an important lesson about the molding
Picture a group of faces. They have their eyebrows raised. What does that say to you? Simply put, it means they want to know more. Now picture those same faces, this time with furrowed eyebrows, like they’re saying “Don’t waste my valuable time.” If your audience’s eyebrows go down, it means they are shutting you down. They don’t
Most companies I know would love to be the “Nordstrom” of their industry. Everybody knows what that means. But many only have an inkling of the principles behind Nordstrom’s phenomenal customer service. I had my own experience with their legendary service just two weeks ago. While trying on a dress, sixty dollars cash slipped out
An executive I know sends a personal note every time he has contact with a client, a friend, a business acquaintance. Every time. Overkill?
In George Lois’ new book, Damn Good Advice (for People with Talent!), he offers stimulating ideas on how to create and sell big ideas. Here’s my favorite of his pointers:
Last week, I had the honor of speaking to 100+ of my client Brooksource’s top recruiters at their national conference. Standing in front of them at the Omni Hotel, I couldn’t help but notice the enthusiasm and energy in this young group (average age 26). So much for what Fast Company calls “Generation Flux” –