Everyone’s A Coach at Times
We've all been coaches, formally or informally, and we've all been coached. I don't see coaching as a "discipline" that requires a certificate or a certain model. I think it's about having a helping heart and the intellect to discover what
Doing What You Have to Do
Suddenly I'm "famous" because I plunged into icy water to save our small dog. it turns out I couldn't reach her, but the firefighters did with all-weather gear and the police yanked me out with a line. Bentley, our German
Alan Weiss’s Monday Morning Memo® – 02/24/2020
I stopped by my favorite hot dog truck this past week. It's been here for at least 40 years and is owned by "Pops," who started with a push cart and who now has a silver trailer towed by a
I Would Rather Be A Dog on Social Media
A woman actually wrote on LinkedIn this morning that we should avoid the self-check-out machines in stores in order to make sure there are jobs for cashiers. People making such claims are the people voting in the primaries and general
Positive Problem Solving
When I was consulting with Mercedes North America years ago, I found that their most successful dealerships (with the highest customer service ratings) were differentiated by how they handled problems and complaints. It wasn't that they didn't have them, it
Money Talks, But It Shouldn’t
The "not for nothing" department: What if the obscene amounts of money being spent seeking the Presidential nomination and the office were instead spent on inner city schools, or cancer research, or the homeless, or medical care for the indigent,
Panel Success
If you're going to hold a panel discussion: • Have a few panelists (3) not a lot, otherwise everyone will drone on about every question. • Move things along and make sure audience questions are the focus. • You job as moderator is
Interpreting the Hidden Meaning of Phone Messages (Dumb Ass Stupid Management)
"Please listen to this entire message because our options have changed" is the voice message equivalent of, "DO NOT hit zero or try to reach the operator or anyone else directly, because we don't like to talk to customers which
Episode 123: Life and Death Struggle
How the news media and reporters distort fact for drama, trying to make the mundane magnificent. And, believe it or not, this comes from personal experience.