Do You Have This Affliction?

Sign of Troubled Times

When I was in London in April, I was surprised to see signs scattered around transit areas telling the public not to take it out on the staff.

It made me wonder if there had been so many incidents of passengers abusing the staff that they needed to post signs telling them to stop.

It also made me wonder if the signs had any affect. Generally, signs don't change negative behavior. With few exceptions, "No Littering" signs don't stop people from littering.

I can't imagine someone being angry enough to curse at a bus driver, but then think, "I better not. The sign said to not take it out on the staff." I don't think that's how people think.

Did the sign address the root probem?

Candor with kindness

Candor can be a wonderful gift. In its absence, many people think they are doing well, when really they are alienating others right and left. In consulting with managers for 3 decades, I've seen as much dysfunction resulting from no candor as from too much.

When feeling compelled to deliver unpleasant feedback, it is common to preface it with "I just want to be honest." That seems to then release the giver from any need to couch the comments in a way that takes into consideration how their words might affect the receiver. They can spew forth any judgmental and over arching comments in the delusion that they are being helpful.

How can you be kinder in your feedback?

My friend Susan Friedmann interviewed me for her Niche Talk radio show. We discussed my ideas on how small businesses could profit from blogging. 

Listen to the 30-minute interview.

I love that California restaurant chains now list their dishes' nutritional information. It helps me make better choices.

However, I've discovered that some restaurant staff prefer to not become even minimally familiar with the information. It made me wonder if there are other industries where staff's purposeful ignorance is costing them sales.

Read how a little information could have created more sales  

EasyJet Isn't Easy 

I travel a lot. Both domestically and internationally. Whenever I fly a new carrier, I check their luggage restrictions and do my very best to ensure I don't have additional charges.

So imagine my dismay when a companion and I flew EasyJet recently. We had carefully calculated how many bags and weight we'd have to pre-purchase and dutifully went to their web page to purchase the extras on the day of the flight.

Find how how EasyJet's customers had to pay for their failures  

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