HOT READS FOR THE PRACTITIONER
Title: Great Customer Service Begins at Home
Competencies: leadership, customer service
Who benefits:Â leaders, managers, hr professionals, anyone in customer service industries
Consultant Usage: Good story for management trainers and executive coaches
What’s it about? Have you flown in a modern bus recently? You know, it’s the old bus with wings that flies you city to city a bit more quickly than the old road warriors. There are even people on the modern bus who serve small pretzels and smaller drinks just to make the trip a tad less stressful and the aisles clear of human traffic.  Â
Well-known businessman and writer Pat Lencioni has flown recently and has just written about his experience for Bloomberg/BusinessWeek. The article is funny, sad, entertaining and likely all-to-true. Give yourself a 5-minute break and click on Kindergarten at 20,000 Feet .
Why am I recommending you invest your time in this story? Because as I read it I realized that I had experienced that same story many times in my career. But even more importantly, I don’t think this story is limited to big buses that fly. I am willing to bet that any reader of the article can point to another, a different kind of organization, and say “Yep! They do that too!â€
My own conclusion – Great Customer Service begins at home. What do you think?
Catch you later.
[tags] leadership, customer service, envisia, envisia learning, bill bradley, william bradley, bradley[/tags]
Bill Bradley
Bill Bradley (mostly) retired after 35 years in organizational consulting, training and management development. During those years he worked internally with seven organizations and trained and consulted externally with more than 90 large and small businesses, government agencies, hospitals and schools.
