Don't suffer reaction; act.

Larry Janesky: Think Daily

“Something bad happened today.”  “What?” the business owner said to his manager.

The manager told him.  “And it wasn’t right what he did.  The mistake cost us a ton of money.”

The owner looked past the manager into space for ten seconds, thinking.

“Aren’t you mad?  I’d be if it was my money…” the manager trailed off, not knowing where to go from here. The owner wasn’t reacting how he thought he would, or should.

The owner showed no distress.  He got up, nodded at the manager, and walked toward his office door.  “C’mon.  Let’s go talk to a few more people and find out what caused the problem and see what we can do better.”

The manager followed the leader.

 

Bru

And it happens no more! 🙂
What good is losing your cool? dive in and get it fixed.

Rachael Keating

Please check with your staff on the status of my refund of The Highest Calling. Although your website claims a prompt refund, this has not been my experience. Cheryl has been nice enough to try, but it seems that each department can’t figure out what the other does. This has not been an exercise in good customer service at all. A PayPal refund should not be difficult to process.

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