Going The Step Beyond Delivery

In business it’s not always the product or the marketing that initiates a purchasing action. Rather, in some cases, it’s the stories of exceptional customer service.

This morning I awoke to articles of one such story. I am sure you have seen them as well, of a Frontier Airlines pilot who turned a bad situation into something more tolerable for the people on his plane. If you have heard about it, you can read it here.

This is an inspiring story, and there are several things we can take away from this as lessons to apply to our own business.

Watch for the opportunity.

This pilot had his eyes open. He saw an opportunity where his customers were feeling frustrated. Granted, the situation was outside of his control, but he understood how anxious his passengers were getting. He seized an opportunity to respond.

In your business, do you throw … Continue reading

Why You Hate Work NY Times Opinion Commentary

From time to time, DirectiveGroup team members will share their views on a piece by an industry thought leader. Here, Lisa discusses Why You Hate Work, an opinion in the New York Times Sunday edition, written by Tony Schwartz and Christine Porath.

Basically, this article summarizes some original research as well as some previous studies. The four elements that contribute to employee satisfaction and productivity are examined for their individual contributions. I read this article on the heels of an article on Danish workplaces, which essentially asked why is it acceptable in the US for workers to expect to hate their jobs. Good question.

“Employees are vastly more satisfied and productive, it turns out, when four of their core needs are met: physical, through opportunities to regularly renew and recharge at work; emotional, by feeling valued and appreciated for their contributions; mental, when they have the opportunity to focus … Continue reading