Each year the last issue of our e-newsletter focuses on some of my lessons learned. May you find inspiration among the Top 10 things that touched me during 2011.
Dropped Call – One of my clients is a service center manager for the large wireless company that until yesterday looked like it would be combining with another industry giant. When news broke last spring of that proposed union, her team found out as people called in with questions about how it would effect their service. “We miss productivity numbers and they hold an emergency meeting,” she said. “But we have a damn merger and they don’t say a word, so we hear it from our customers watching CNBC.” That’s a big ‘oops’ leaders could have avoided by simply pausing to ask, “Who do we need to tell right away?”