I Did Not Think The Policy Was a Commitment

Have you experienced a team member or manager that violated a policy? And when you confronted them they said, “I did not think a policy was a commitment.” I encountered this question in the new book by Fred Kofman Ph.D. The Meaning Revolution. In Fred’s story the executive shared that …

Continue reading

They Get It – Office Depot

Every once and awhile, I encounter a business where I get customer service that stands out. This happened yesterday at Office Depot on Colorado Boulevard and Evans.
I went in for a keyboard for my iPad. When I got back the box had been opened and it was missing a cable and operating manual.

They took it back no charge and before I left the store we checked the  box to ensure it was all there.

Continue reading

Can we leverage design to improve business services?

Fast Company Magazine recently issued its Design Issue. I love this it
is full of useful gadgets. I also like the idea of design. How can I
make the customers experience with my organization better?

  • – OXO Kitchen tools have large black rubberized handles to make them
  •   easier to grasp.
  • – Apple famously has produced an elegant interface with their iproducts.
  • – The Dyson Vacuum cleaner maintaining it’s suction.

Continue reading