Welcome to my new look. I hope you like it. Clear and Open is leveling up! And it wouldn’t have happened without some significant failures. That’s what this week’s article is about. Guilty confession time: during my first year of college I was heavily addicted to role-playing games. There were some days where I played…
Here’s a fun story about my own stubborn naiveté, the infamous TSA, and what it means to take ownership of responsibilities. It also helps you save a bunch of time the next time you fly, and since the TSA is too incompetent to communicate their policies proactively, I’m offering my services to them here by…
“You never buy me flowers.” A phrase that makes men’s heart’s sink. So the next day, the man buys her flowers. “Gee, thanks,” she says flatly, forcing a smile. Men: that’s when you tell yourself women are unpleasable and irrational. But you’re wrong. You’re just not listening between the lines, and it’s the same thing…
Have you been to customer service hell? Of course, you have. It gains more ground in our world every day. Personal responsibility is in decline. There are many facets to good customer service, but there’s one principle that underlies all of them: personal ownership. Good customer service happens when an agent takes personal responsibility for…