Tag: systems

Understanding Behavior: A Critical Leadership Function

July 2, 2013 4 Comments
Understanding Behavior: A Critical Leadership Function

I published my first blog post on March 29, 2009. It was butt ugly, but in it I expressed my foundational belief that observed behavior is always a function of both person and environment factors. Our explanation for the behavior we observe in ourselves and others is critical, because that attribution drives our subsequent behavioral [...]

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Crappy Systems – The Reason Why Good Service Is So Elusive

March 15, 2013 8 Comments
Crappy Systems – The Reason Why Good Service Is So Elusive

Why is it so hard to get good service in a coffee shop in Reno at 7:30 am on a Friday morning? Last week I had an unacceptable service encounter at Starbucks. This morning I once again was near that same Starbucks, and instead of going for the convenient experience, I drove out of my [...]

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Above The Code

September 26, 2012 2 Comments
Above The Code

Conduct: a mode or standard of personal behavior especially as based on moral principles (Merriam Webster Online) Organizations establish codes of conduct to help their members understand the types of behaviors that both advance and obstruct the organization’s purposeful productivity. Any organization that does not develop, disseminate, support, and enforce a simple code of conduct [...]

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Enterprise Cares? Not From Where I’m Standing

May 6, 2012 14 Comments
Enterprise Cares? Not From Where I’m Standing

I experienced the worst car rental company customer service I can ever remember from Enterprise Car Rental in the Oklahoma City Airport recently. The line at the counter was ridiculously long, and they only had one person working the desk. The reservation system ensured they knew the other customers and I were coming, but they [...]

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