The Benefit of the Doubt
TBOTD is priceless. If people trust you, they forgive errors. I forgave some mediocre service on Emirates because they treat me so well all the rest of the time. But I'd have a hard time forgiving United these days. We can
Once A Consultant….
I drove over to Bentley because the driver's side wiper is leaving a large patch of untouched windshield. The service manager grabs two mechanics and they're all over it with new wiper blades (which, understandably, come in a set of
Alan Weiss’s Monday Morning Memo® – 8/30/16
Saturday night I attended a surprise birthday party for a friend who turned 80. (I'm always reluctant to shout "Surprise!" in the dark to an unsuspecting 80-year-old, but it worked out!) We were asked to simply "bring words" for the
Dumb-Ass Stupid Management: Model Trains
Here's a nominee for the DASM Hall of Infamy. I'm considering buying a property to have a new train layout built. As some of you know, I've built a couple in my home, but now all our rooms are assigned other
Shortest Distance
I hear far too much "background" from consultants on their clients' internal politics, gossip, history, and irrelevant issues. The shortest distance between two points is still a straight line. Find out the desired future state, identify the current state, and
Excellent New Book: The Illusions of Inclusion
My colleague and friend Helen Turnbull, PhD has a wonderful new book out, The Illusion of Inclusion. Her global clients include some of the largest organizations in the world seeking her help on more than "lip service diversity." This is a great
Alan Weiss’s Monday Morning Memo® – 8/22/16
An "agenda" often refers to the underlying intentions and motives of a person or group. Nothing wrong with that. Unless, of course, that agenda colors ALL discussion, context, and debate. We see people casting votes based soley on a single