Uncommon Service Blog

Friday, January 2, 2009
I was encouraged that managing workforce diversity found itself sandwiched on a list of training topics, somewhere between improved ergonomics and quality control. It was refreshing to see a company casually dignify the challenge as an operational reality and driver of future performance, not a... more ►

Thursday, January 1, 2009
Decision to Lead is a conversation about expanding the practice of leadership. Our starting point is that the responsibility to lead is not reserved for the privileged few at the top of hierarchies, nor should it be. Leadership is a highly democratic -- if relatively rare -- phenomenon. It's a... more ►

The low point of a service experience is often the part where we have to hand over our money.  Here are ten ways to make pricing less painful: Keep it simple, transparent and fair. Respect our humanity. We know one company that refers internally to customers as RPUs (Revenue-Producing Units). This... more ►

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