My first job right out of the Navy was supervising a dozen young women in the back office at Citibank. Although I was still 20-something, I thought of them as kids – the oldest of them was about 22.
In the Navy, I was something of a supervisor too. Except the folks I supervised weren’t young women. They were young tough-guys. It was not uncommon for one of them to be cleaning his fingernails with a knife blade about 6” long while I was reprimanding them.
To say I didn’t know how to talk with the young women in my charge at Citi would not be a stretch. In fact, to say that they viewed me negatively would not be a stretch either.
I’m a fan of a CNBC reality show called ‘The Profit’. In each episode, wealthy entrepreneur Marcus Lemonis reviews, invests in, and turns around a small business.
Lemonis succeeds because he has incredible retail instincts – he knows what people will buy, how to merchandise it, and how to operate a business efficiently – and because he has terrific leadership skills.
From time to time, we travel to Europe on vacation. We enjoy their way of life and their respect for their history. They have managed to create a modern economy while maintaining their local and national customs. In some sense, it harkens back to an earlier time – at least for me.
Unlike most European cultures, we Americans don’t have centuries of tradition. Perhaps that’s why our celebrations – such as the 4th of July – tend to be loud, boisterous and overwrought.
I know it’s foolish to walk into one of Rochester’s most popular restaurants without a reservation on a Saturday night. But, we did it anyway; and, in addition to enjoying a great meal, it turned out to be a great lesson in how to cure the customer service ills that infect many companies.
I’ve been on a rant about lousy service lately. First, there was my experience with American Airlines (F-Bombs over Charlotte), followed by my open letter to the CEO of Delta. I got lots of responses to these posts, many of which brought to mind that it isn’t just major airlines that are afflicted with this disease.
Don’t worry. I haven’t been dragged off one of your planes by my hair or contracted an unheard-of, respiratory ailment through the ventilation system of one of your airplanes. Nor am I writing to complain about high fares or unbundled pricing. We consumers have made our own beds – always sorting by low price – and now must lie in it.
You’ve probably never heard of him and the death of someone his age is not remarkable in and of itself. But, Ed was a remarkable man — remarkable for his warmth, remarkable for his generosity of spirit, and remarkable for his charm and wit.
I first met him aboard the Bottom Line, a yacht whose owner has hosted many for an evening cruise or dinner on Fort Lauderdale’s Intracoastal Waterway. There was something about his ramblings and intermittent chuckling that caught my attention. He wasn’t just entertaining; he was intelligent, warm and funny.