THANK YOU for taking the time to read McKain Viewpoint this past year! All of us on the McKain Performance Group team wish you HAPPY HOLIDAYS and best wishes for a joyous New Year!
You’ve probably heard the story already: two radio personalities in Sydney, Australia imitating Queen Elizabeth and Prince Phillip call a London area hospital where Princess Kate is being treated for a pregnancy-related illness. Because of the time difference between the cities, no receptionist is on duty. Therefore, a nurse, honestly believing she is addressing royalty, […]
Sad…but, true. The level of customer service — not to mention the even higher standard of the customer experience — is genuinely, consistently pretty awful. A recent post by Michael Callahan makes a couple of important points about it. Quoting a commentary from Jay Goltz in the New York Times, managers believe they can save […]