Make or Break Moments

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I Hate My Customer

Make or Break Moments

Today, I am a Quality Systems Manager and still love getting that “aha moment&# with both internal and external customers! Check out more I Hate My Customer stories at my new blog. I think that many difficult customers have had poor service in the past. Dazzle them and they may surprise you! Do you have a story to share?

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Put Customers Before Profits

Make or Break Moments

Our senior managers seldom interact with customers. So how do you ensure that every department and manager put the customers first when hiring, marketing and measuring? Do managers and executives regularly interact with customers? We do not track customer complaints in order to identify trends. with front line employees?

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Undercover Boss Gets Down to Basics

Make or Break Moments

In the first episode an executive from Waste Management works on the front line, picking up trash, cleaning toilets and may even end up getting fired! “Because the companies are large enough, the workers don’t know what the boss actually looks like.

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Getting Past Ego to Reach Customers

Make or Break Moments

Just like the One Minute Manager and Who Moved My Cheese , the book is set up in a story format to share the great insights of the author. Sales fell, but due to our fame, management believed they could simply ride out the bad time. ’s new book Peaks and Valleys. Then our costs rose and the economy took a turn for the worse.

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Do Your Employees Hate You?

Make or Break Moments

In the book 30 Reasons Employees Hate Their Managers by Bruce Katcher I found that a number of the reasons employees hate their boss has to do with communication.

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Age of Conversation 3 Author Spotlights

Make or Break Moments

One of the authors, Rick Liebling Global Director, Client Management, for Taylor and author of the Periodic Table of Social Media Elements , graciously invited each of the over 170 contributors to share a little about their chapter in the upcoming book. This time the focus is on Social Media.

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Toyota Rebuilds Trust

Make or Break Moments

Do you have a crisis management plan for your organization? Tags: crisis management , real time reviews , Toyota restoring trust Dennis Snow said, Deborah, Yesterday I posted an article that (for the most part) was positive on the manner in which Toyota was handling the gas-pedal situation. Communication is key.