Hi Ed,
Some observations about the Quintel story:
it would seem to me that the pressure about which Mr. Carstensen references is actually coming from the customer, or at least a desire to satisfy the customer. The company might require this and it might be “in your head”, but if not done in the right spirit the outcome might not be the same. I think Mr. Quintel is truly a servant to his customers and his service is from the heart. All this results in a customer who remains with you through good and not so good experiences. And we all know that without the customer there is no company.
Thanks

Hello Ed,
I am very much impressed about Michael Quintel, United Airlines representative and the story of yours. But there is more behind it. He believes in what he is doing, but there is some pressure behind it also. If he would not do so as he did, he would maybe get replaced by someone else. When one workes in service you get this in your head because you represent the company (here the airline) and you stay to it. If you do not do it someone else will do it. I was in customer service for more than 30 years and it is in your head, you have to do it. There is no other way.
Thank you for this story

Loved your Forward Focus article! It reminds me a little bit of “The Secret”. Thiking/Focusing about what you want, instead of what you don’t want. Most companies do focus on an error percentage and how to change it. I’m interested to see how this works in action.
Thanks

Hi Ed,

Great article…organizationally, we have begun seeking simplicity as our mantra and as a guiding principle for our clinical and ancillary staff…We are trying to get them to focus on one single and powerful precep: BE PRESENT!
Our customers know the level to which someone is with them, sharing the journey or the problem. Sophisiticated customers have radar for this simple and essential detail.
Thanks for the reminder,

Loren

ED,
I HONESTLY DO NOT REMEMBER HOW I GOT ON YOUR EMAIL LIST AND USUALLY JUST DELETE IT. BECAUSE I AM IN THE MIDST OF PREPARING A PRESENTATION ON LEADERSHIP FOR MID-LEVEL MANAGERS, I READ THIS ONE. NEEDLESS TO SAY I AM IMPRESSED AND WILL READ YOUR EMAILS IN THE FUTURE.

I PLAN TO SITE YOU AS A REFERENCE WITH YOUR “FORWARD FOCUSED” PREMISE. NOW I HAVE TO CHECK MY FILES TO SEE WHAT I HAVE ON YOU AND/OR GOOGLE YOU FOR MORE INSIGHT INTO “FORWARD FOCUS”. THANKS