Past Issues

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The War for Talent and the Role of Corporate Social Responsibility

The Question Why do firms engage in protecting the environment or lending a hand in the community in which they operate?  The dominant logic is that businesses do Corporate Social Responsibility (CSR) or emphasize Corporate Social Performance (CSP) to attract customers, to satisfy investors, or to enhance employee morale.  But

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What Your Lunch Says About You

The old adage says you are what you eat. In that case, eat something good looking and smart.  What does your lunch say about you?  See below for your lunch-horoscope.  Share on facebook Share on twitter Share on linkedin

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The Lunch Break Re-examined

The Question Michael Douglas, as Gordon Gecko, in the iconic movie Wall Street tells Charlie Sheen that lunch is for wimps.  Up until reading an impressive article in the Academy of Management Journal, which you can find here, we thought the same. But not anymore. The empirical research should give

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A Legend in Customer Service

Here’s a hilarious office story from one of our readers.  We send these every Friday in our newsletter, which is free to sign up for.  Back in the 80s, I did some customer relations training for a regional airline.  The participants were employees who worked at the counters in the gate

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Dealing with Angry Customers

On Monday, we discussed how employees react to mistreatment by customers.  Why should you, as a leader, care?  First, mistreatment leads to high turnover which leads to higher costs and loss of institutional knowledge.  Second, if abused employees decide to strike back, as demonstrated in the study presented on Monday,

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Cranky Customers—What Shall We Do?

The Question Bosses aren’t always the ones that come down on us.  Many times, it can be the very people that we’re trying to serve—our customers!  We’ve all seen cantankerous and cranky customers.  They’re the ones who raise their voices at the waitress, curse at the airline rep behind the

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Dealing with Angry Customers

On Monday, we discussed how employees react to mistreatment by customers.  Why should you, as a leader, care?  First, mistreatment leads to high turnover which

Read More »

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