This was written by the CEO of Coca-Cola Brian G.Dyson. It was used as Georgia Tech’s Commencement Address
Imagine life as a game in which you are juggling some five balls in the air. You name them – Work – Family – Health – Friends – Spirit, and you’re keeping all of these in the air.
You will soon understand that work is a rubber ball. If you drop it, it will bounce back. But the other four balls — family, health, friends and spirit are made of glass. If you drop one of these, they will be irrevocably scuffed, marked, nicked, damaged or even shattered.
They will never be the same. You must understand that and strive for balance in your life. How? Continue reading
When something goes wrong, what do you say?
How do you apologize to a customer?
When your company makes an error, or a customer is in some way offended, and an apology is in order, all kinds of options are available. Most of which only make a bad situation worse.
How do you respond when something goes wrong? How does your customer service department respond when something goes wrong? I am amazed at the billions of dollars spent on customer service training, only to breed pathetic responses that further alienates, and deepens the wound that bleeds from the wallet of, a customer.
When it’s your turn to apologize for your customer’s perceived error, company wrong doing, or misdeed, here are the options: Continue reading