Has the Customer Service Pendulum Swung Too Far?

Remember when great customer service wasn’t necessarily a given? When if you bought something that didn’t fit right you couldn’t assume it was returnable? And if you needed something the next day, you’d better go get it yourself? Lily Tomlin’s iconic telephone operator, Ernestine, exemplified at least a strain of “customer service” in the bad […]

Not On Fortune’s Best Companies to Work For List? There’s Always Next Year!

Fortune’s annual “100 Best Companies to Work For” list came out today. You’ll recognize a lot of the organizations on the list—they’re the Googles and the Whole Foods and the REIs—companies in the news year-round for their off-the-charts benefits, HR policies and worksite amenities. They’ve been on the list many times before, and will be on […]

A Brand New Employee Distraction

I wake to NPR’s “Morning Edition” but that’s not enough—I reach for my phone to check the headlines in the New York Times. (The paper copy, waiting on my doorstep, won’t be sufficiently up-to-date.) Then I check Facebook to see what clips from other papers my friends have posted. Then I weigh in on those […]

It’s the Culture, Stupid

I don’t know much about the massage industry, but it occurs to me it must be riding high these days. (Note to self: ask broker to look into publicly-held massage businesses.) Everywhere I look, companies are providing employees with on-site massages, or covering massage therapy in their insurance, or both. Those goofy-looking massage chairs lurk […]

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