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	<title>Comments on: Thanks, CBS, for showing us why customer service is SOOOO bad!</title>
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	<link>http://mckainviewpoint.com/2010/02/thanks-cbs-for-showing-us-why-customer-service-is-soooo-bad/</link>
	<description>The Ultimate Customer Experience®</description>
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		<title>By: Scott McKain</title>
		<link>http://mckainviewpoint.com/2010/02/thanks-cbs-for-showing-us-why-customer-service-is-soooo-bad/comment-page-1/#comment-975</link>
		<dc:creator>Scott McKain</dc:creator>
		<pubDate>Tue, 16 Feb 2010 00:05:43 +0000</pubDate>
		<guid isPermaLink="false">http://mckainviewpoint.com/?p=1751#comment-975</guid>
		<description>King, a terrific &quot;real world&quot; example.  I&#039;m always a bit &quot;taken aback&quot; when it&#039;s discovered a leader has no idea what is going on with his or her team.  Perhaps I&#039;m naive, but it&#039;s always seemed just one of the most basic, simple aspects to leadership to know what the people you seek to lead are all about.

Thanks for the insight...</description>
		<content:encoded><![CDATA[<p>King, a terrific &#8220;real world&#8221; example.  I&#8217;m always a bit &#8220;taken aback&#8221; when it&#8217;s discovered a leader has no idea what is going on with his or her team.  Perhaps I&#8217;m naive, but it&#8217;s always seemed just one of the most basic, simple aspects to leadership to know what the people you seek to lead are all about.</p>
<p>Thanks for the insight&#8230;</p>
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		<title>By: King Kaufman</title>
		<link>http://mckainviewpoint.com/2010/02/thanks-cbs-for-showing-us-why-customer-service-is-soooo-bad/comment-page-1/#comment-973</link>
		<dc:creator>King Kaufman</dc:creator>
		<pubDate>Sun, 14 Feb 2010 17:47:55 +0000</pubDate>
		<guid isPermaLink="false">http://mckainviewpoint.com/?p=1751#comment-973</guid>
		<description>A long time ago, when I was working at ... a certain place, a ... certain person was named to the top spot. He was promoted from a high-level, outside-the-office position, but one where he produced something, managing no one. I was a low-level cog in the machine, but, as is the case with most such people, the work I did was important to the production of the product every day. 

I knew that the new boss, and I mean this quite literally, had no idea what I did for a living. Literally could not say what my job entailed. 

I said to my pals/co-workers, &quot;If I were him, I would say, &#039;I&#039;ll take this job, but have someone do it on an interim basis for a few months. I&#039;m going to go spend a week or two working in every single department in the company to see how it works. Then I&#039;ll be able to run this place effectively.&#039;&quot; I hadn&#039;t learned the importance of this yet, but now I would add: &quot;And give me some time to learn some management skills while I&#039;m at it.&quot; 

I was about 27 at the time, and this was my first real job. 

Needless to say, the new boss never did any of this. He was spectacularly bad at managing people, and, at least in the few years I remained at the company, he never learned what the worker bees did all day. The company is now foundering. This can&#039;t be laid at the (now former) boss&#039;s feet. The industry itself is in crisis. But suffice to say this guy had zero chance of being a leader who could buck the trend.</description>
		<content:encoded><![CDATA[<p>A long time ago, when I was working at &#8230; a certain place, a &#8230; certain person was named to the top spot. He was promoted from a high-level, outside-the-office position, but one where he produced something, managing no one. I was a low-level cog in the machine, but, as is the case with most such people, the work I did was important to the production of the product every day. </p>
<p>I knew that the new boss, and I mean this quite literally, had no idea what I did for a living. Literally could not say what my job entailed. </p>
<p>I said to my pals/co-workers, &#8220;If I were him, I would say, &#8216;I&#8217;ll take this job, but have someone do it on an interim basis for a few months. I&#8217;m going to go spend a week or two working in every single department in the company to see how it works. Then I&#8217;ll be able to run this place effectively.&#8217;&#8221; I hadn&#8217;t learned the importance of this yet, but now I would add: &#8220;And give me some time to learn some management skills while I&#8217;m at it.&#8221; </p>
<p>I was about 27 at the time, and this was my first real job. </p>
<p>Needless to say, the new boss never did any of this. He was spectacularly bad at managing people, and, at least in the few years I remained at the company, he never learned what the worker bees did all day. The company is now foundering. This can&#8217;t be laid at the (now former) boss&#8217;s feet. The industry itself is in crisis. But suffice to say this guy had zero chance of being a leader who could buck the trend.</p>
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		<title>By: Mike Cane</title>
		<link>http://mckainviewpoint.com/2010/02/thanks-cbs-for-showing-us-why-customer-service-is-soooo-bad/comment-page-1/#comment-972</link>
		<dc:creator>Mike Cane</dc:creator>
		<pubDate>Mon, 08 Feb 2010 19:09:13 +0000</pubDate>
		<guid isPermaLink="false">http://mckainviewpoint.com/?p=1751#comment-972</guid>
		<description>Scott, I could not bring myself to watch that.  I already knew what I&#039;d see and it would have only made my mood fouler than usual.

These past few days I&#039;ve been reading interviews with the likes of Andrew Carnegie and John D. Rockefeller, so it&#039;d be best for me to stay away from the spoiled Suits of today.</description>
		<content:encoded><![CDATA[<p>Scott, I could not bring myself to watch that.  I already knew what I&#8217;d see and it would have only made my mood fouler than usual.</p>
<p>These past few days I&#8217;ve been reading interviews with the likes of Andrew Carnegie and John D. Rockefeller, so it&#8217;d be best for me to stay away from the spoiled Suits of today.</p>
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		<title>By: Jim Seybert</title>
		<link>http://mckainviewpoint.com/2010/02/thanks-cbs-for-showing-us-why-customer-service-is-soooo-bad/comment-page-1/#comment-970</link>
		<dc:creator>Jim Seybert</dc:creator>
		<pubDate>Mon, 08 Feb 2010 16:43:27 +0000</pubDate>
		<guid isPermaLink="false">http://mckainviewpoint.com/?p=1751#comment-970</guid>
		<description>Excellent post, Scott.

I&#039;m curious about your thoughts on the wage/salary difference between the workers and the top-dog. It seems to me that executive compensation has grown much more steeply than the wage scale for front-line people. 

So much is written about the need to attract the best executives to corporate leadership positions, but wouldn&#039;t a company be more profitable if it raised the standard of living for rank and file workers?

Without considering the ethical inequities, might companies not see improvements in productivity if bottom wages came up and higher wages came down?</description>
		<content:encoded><![CDATA[<p>Excellent post, Scott.</p>
<p>I&#8217;m curious about your thoughts on the wage/salary difference between the workers and the top-dog. It seems to me that executive compensation has grown much more steeply than the wage scale for front-line people. </p>
<p>So much is written about the need to attract the best executives to corporate leadership positions, but wouldn&#8217;t a company be more profitable if it raised the standard of living for rank and file workers?</p>
<p>Without considering the ethical inequities, might companies not see improvements in productivity if bottom wages came up and higher wages came down?</p>
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