Recent Posts by Elisa

empathy

What is Empathy, Really?

The dictionary defines empathy quite simply: “It’s the ability to understand and share the feelings of another.” And for most of us, this simple sentence describes one of life’s greatest challenges. We come at everything from our point of view. Our personality, combined with our backgrounds and experiences, drive how we see…
cheaper

Better, Faster, Cheaper

For many years, the adage was “do you want it right, on-time or cheap, pick two”. And then somewhere in the 80’s and 90’s, perhaps associated with the dot.com era, marginal costs moved close to zero in some industries. Because of this, we began to expect all three. In fact, the…
balance

How Well Do You Balance Your Life?

Sometimes the demands of one part of our life, work or family, consume us. Sometimes because of a crisis, sometimes because of a spike in workload or children’s sports or… sometimes just because we become consumed. These days, mobile devices link us 24/7 to the office, our bosses, our employees…
Ritz Carlton Way

Don’t Give Away Too Much To Please Your Customers

Much has been written about The Ritz Carlton Way. The takeaway I always hear is "empower your front line employees to deliver WOW experiences". Today many other organizations follow this Ritz Carlton Way. The intent of this approach is to allow employees to resolve a customer situation and have the customer…
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