True Grit: From Prime Ministers to Ball Boys

Last week I wrote about Professor Duckworth’s research on grit and its importance to success (True Grit: What does it take to be Successful).  Grit, in her definition, has two components.  One is an almost single-minded focus on achieving your objectives.  It is not done with simply a desire to getting things done but, rather, a true desire and passion to make things happen (compelling passion).  It is also a willingness to get up, brush one’s self off and keep going even after apparent failure.  What I wish to do in this blog is to ask you to think about leaders who have demonstrated a compelling passion to make things happen and one who was willing to recover from apparent failure.


Back to the Importance of Consistency in Customer Service

In several recent posts, we have talked about the importance of consistency in customer service.  While running the risk of spending too much time on the importance of consistency, I want to return to the topic one more time.  This time, I will add a few statistics that reinforce the value of consistency.


The Power of Communication in the Customer Service Experience

I live in Charlotte, NC and am right in the middle of a snow and ice storm that seldom occurs in this part of the world.  While it does disrupt the normal work week it did provide some quiet time at home to work and not be distracted by a phone call or other interruptions.


Process, Culture and Little Things: They All Matter to the Customer Experience

Last week, I had the privilege of being a part of AGCO Corporation’s annual dealer meeting in Denver, Colorado.  I had the chance to make presentations on the new customer service survey process we are implementing for AGCO and to talk more broadly about why customer service matters more than ever.  At one point in the presentation, I asked participants to share recent personal service experiences, both positive and negative.