A 2017 Customer Rage study by The WP Carey School of Business discovered that 73% of unhappy customers were satisfied when they got monetary relief and an apology. Although wronged customers deserve monetary relief, we also need to apologize. Throughout scripture, God calls us to repent of our mistakes. Jesus said in Luke 15:10, “I tell you, there is joy ...
Clayton Christensen, in his book, The Innovator’s Dilemma, discusses disruptive innovation. He provides examples of companies who innovate not just to meet a need, but to anticipate consumer desires. Disruptive companies like Netflix not only innovate, they create new markets by presenting a solution to an anticipated consumer need. Anticipating a need is one thing, creating a sellable solution that ...
Judy had a budget to buy a gift for herself that would remind her in the future of her trip to the Holy Land. She spent that budgeted amount on a beautiful pair of earrings at a shop in Bethlehem owned by Arab Christian brothers. While visiting the Wailing Wall, Judy lost one of her new earrings! This loss, on ...
Recently, I heard Judi Bertels, CEO of African Vision of Hope, speak at a business meeting. She spoke about developing a culture fueled by its mission and values. Judi mentioned she values serving others above and beyond their expectations. Judi drives her staff to push past “good enough” in order to exceed the expected. Exodus 36:5 reads “The people are ...
Kathy and I were having dinner with some friends when it seemed that nothing went right with Kathy’s meal. Multiple mistakes were made by the chef. The manager did her research and then listened to Kathy’s story. She then said candidly, “We blew it tonight and we are so sorry. Your meal is on us and a special dessert is ...
My daughter, Megan, and her husband, Brian, were remodeling a bathroom and discovered a potential problem. Their previous plumber had tried to sell them on items they didn’t need, so I encouraged Megan to call AB May. Megan later shared that the AB May serviceman cared enough to look out for their interest. Rather than sell them on tearing out ...
A software we have subscribed to for years has been easy to use. Because the product was user-friendly we never contacted this software company for help, until recently. When we tried, we discovered that to minimize expense this company proudly declares that they have no phone support. Instead of considering their customer’s needs, this company appears to be more concerned ...
Equipping Others to Do Work Differently
