Healthy Organizations

Wow!  Creating a truly customer focused company is not easy.  Why?  People!  Yes, people.  Let's start with leadership.  People watch what you do, or don't do. I've worked with a good number of organizations whose leaders espouse one thing, but practice another!  I'm a fan of Robert Greenleaf and Peter Block, both of whom are known for their work on Servant Leadership (greenleaf.org and peterblock.com).  I can tell a lot about the leadership of an organization when I get a feel of how customers are treated!  We all know the stories of the Nordstroms's of the world, and we can recall horror stories of those who are falling far short! Have you experienced policies, procedures, or just poorly trained employees that made you want to never shop or do business with a company?

Let me know your story.  I won't publish the name of the company, but I would like to share your story and why you were turned off.

I also would like to hear about those instances where you were, as Tom Peters says, "Wowed"