Archive for February, 2007

An apology for making a mistake…a lesson from JetBlue

In the USA Today on February 22nd the CEO of JetBlue offered up a full-page apology to the world for the guffaw on holding passengers against their will on their planes while waiting for the Valentine’s Day weather to clear up.  While the offense seems egregious the speed and sincerity on the part of this […]

It’s Always About Attitude

My client was preparing for his trip to the Chicago Mid-Winter meeting.  The arrangments for the plane ride, the rooms, the courses to take, and the fun evenings all planned.  The day before his departure his chairside decides to “cop an attitude”.  If you have ever practiced for any period of time, you know exactly […]

Nice Way to Terminate…about time

One of my clients was confronted with a challenging staff.  She was constantly complaining; tardy to the huddles; always expecting the doctor to pay more and more to her health insurance coverage (never enough for this employee); creating disharmony among the other staff claiming he was a lousy boss; got upset when he would speak to her […]

Where do all the “nut cases” come from?

One of my clients called today rather upset as one of her recent hires who seemed very happy to be with the team; excited about learning the new software; communicated well with her team mates; and even came in on her time off to become more integrated with the practice………..decided to leave the practice abruptly, […]

Doing the Best You Can Do? Will that work?

I’m reading Seth Godin’s book, small is the new big and 183 other riffs, rants, and remarkable business ideas.  He made a statement that has inspired my thinking.  He said: “What really works is not having every little thing be up to the usual standards–what works is everything being good enough, and one or two […]

Purple Cow Care

Oh, here is something your brother (my boss) did today that I thought went well above and beyond…..
we had an elderly couple in for appointments, and right before they left he went outside (in the blowing and drifting snow) and cleaned their car off for them, and then made sure they got to their car […]

Happy Valentines’s Day & Welcome to Cleveland Weather

Here I sit on arguably on of the most romantic days of the year (Valentines Day) and Cleveland, Ohio is being pummeled by one of the worst blizzard-type storms since 1978.  Trish (Sweetness) is home as our local schools have been closed and we certainly don’t want her little Kindergarten children out in the snow.  So, […]

Valentine’s Day…Don’t Forget It!

Have you ever found yourself in the predicament where you planned on doing something special for your “sweetie” and before you knew it, Valentine’s Day was HERE? This has happened to me more than once. Even though Trish (my Sweetness) insists that this day holds no special significance for her…I’ve learned not to […]