Archive for the ‘Org. Culture’ Category


Very interesting analysis, and not in the least bit surprising, honestly #duh



Was interviewed regarding Let’s Get Real, my favorite consultative selling resource, at Bloomfire…

but, like, it’s supposed to all be about me

“The secret of being a bore is to say everything.”  Now there’s a ‘facebook status’ for ya.  Great column, on the naivety of Millenials, in organizations.

vain status updates = baby polar bear dies

Just have to love it when dramatic ‘politically correct’ PR efforts go awry….

first Vista, now this

This was a pretty stunning announcement, if you stop to think about it.

Protectionist issues aside, I find it even more interesting from an organizational standpoint.  Don’t you as a leading software company begin to lose some of your creditability and thought capital organizationally over time, with a choice like this?

Cust. Service scripts – the death of common sense

All right, I probably shouldn’t do this, but I have a real ‘special’ place in my heart for Charter, which I use for both Cable and Internet at my home.  Now their service, in my opinion, is not actually that bad.  But their processes, and lack of systems integration, when a customer needs support is……staggering, in its ineptitude.

So tonight I realize I have a small past due amount, and l login to pay it.  Like so many providers, when this happens instead of printing your true due date on the latest bill, they just state ‘due on reciept’.  So from their site I’ve already authenticated on, I access Customer Support via ‘chat’.  The following hilarity thus ensued.  As always, with these guys:

Thank you for choosing Charter Chat Live! A Customer Care representative from Billing Inquiries will be with you shortly.
You have been connected to TTD Ruby .
TTD Ruby : Thank you for contacting Charter. My name is Ruby. How may I help you today?
Mark S: I just paid my overdue portion, on account. Can you tell me when my actual CYCLE date is, so I can get back on track. Is it the 27th?
TTD Ruby : I would be more than happy to look it up on the account and assist you with your billing inquiry.
TTD Ruby : May I please have the phone number on the account?
Mark S: nnn-nnn-nnnn 
TTD Ruby : May I please have the name of the account holder, the complete service address, and the last four digits of your Social Security Number?
Mark S: oh good lord.
Mark S: what good is this chat, if i have to RE ENTER all that?? I’m already logged on
Mark S: Mark [lastname]
Mark S: [address] [city] GA  
Mark S: nnnn
Mark S: geez
TTD Ruby : In order to access your account, may I ask who I am chatting with please?
Mark S: ????? Can you not read? MARK. I already typed that in to get on here.
Mark S: see where it says “Mark S”?
Mark S: <– right here
TTD Ruby : I really do apologize, you have to go through with this before we can assist you.
TTD Ruby : May I please have the Security code on the bill?
Mark S: what? I’m not asking about a ‘bill’. What do you not get here? Are you slow? What is my cycle date? Its a simple question.
TTD Ruby : I really do apologize, you have to answer the question before we can disclose any information on your account.
Mark S: I can’t answer the question BECAUSE IT ISN’T RELEVANT.
TTD Ruby : Let me inform you that next ime of you will receive a bill please keep the code becuase it will be ask from you.
TTD Ruby : Thank you.
TTD Ruby :  The due date is every 28th. 
Mark S: Thank you!
TTD Ruby : Is there anything else I can help you with?
Mark S: You’re kidding, right?  Lord, no.


These are great tips, I’m sure.  But I just wonder how many times realists get mis-identified as ‘pessimists‘.  Because while I’ve encountered many realists in organizations, I haven’t seen as many true pessimists.  And I fear sometimes the peppy, cheerleader type personalities can incorrectly assess realists, due to ( a type of feeling of) threat…