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Should You Guarantee Your Service?

11 February, 2012 by James Lawther 5 Comments

Customer Service Guarantee

Do you just talk about delivering good service, or do you guarantee it? The Maryland National Bank offers a Service Guarantee: “If you ever find an account error, we’ll make it right, right away … refund any fees incurred, and send letters of apology to anyone inconvenienced …. And even pay you $10” In the […]

Filed Under: Blog, Process Improvement Tagged With: fessing up

Customer Complaints: Does Your Bank Act Like a 3 Year Old?

24 January, 2012 by James Lawther 5 Comments

Part 1:  How children behave There was a little girl Who had a little curl Right in the middle of her forehead When she was good she was very very good And when she was bad she was horrid  I didn’t really understand that nursery rhyme until I had daughters.  Now I have a couple […]

Filed Under: Blog, Operations Analysis Tagged With: compliance, customer complaints, fessing up

Problem Solving: 4 Simple Steps to Success

21 January, 2012 by James Lawther 5 Comments

Problem Solving

I was once told that success in life is as simple as getting your arms around a problem and knocking it off.  If you agree with the principle, (and there is not really a lot to disagree with), then by definition, problem solving leads to success.  Solving problems isn’t that difficult, it is just four […]

Filed Under: Blog, Employee Engagement, Tools & Techniques Tagged With: fessing up, problem solving, project management, root cause analysis, test and learn

Easy Life

4 November, 2011 by James Lawther Leave a Comment

Here is a quote I like: Not everything that is faced can be changed, but nothing can be changed until it is faced. – James Baldwin There is a lot of truth in the statement, we aren’t very good at facing into the truth.  We sugar coat issues, we down-play the negative and talk up […]

Filed Under: Blog, Process Improvement Tagged With: accountability, clarity, fessing up, trust

The Dilemma

7 July, 2011 by James Lawther 2 Comments

Process Improvement Medicine

I run lots of process improvement sessions. After a while you see the same issues raising their ugly head, over and over again. One of the biggest issues is being too flexible.  We allow customers to change their mind half way through.  We try to please by starting without all the information we need.  We  […]

Filed Under: Blog, Process Improvement Tagged With: decisions, error proofing, fessing up, training

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