The True Meaning of The Sun Devil Nation

Last year not long I first established a blog, I wrote this from the heart. Even though even maybe a dozen people knew I was publishing anything on-line, I received many warm responses. With school starting and a new football season beginning soon and so many more social media friends, I thought you may be interested in reading this. Enjoy, and Go Devils!!!!

This week during my business travels, I could not help but keep thinking about what was a joyous ending to the Arizona State University football game against USC in Los Angeles (for those who have not seen it, click on http://www.youtube.com/watch?v=pmydnz2fi8k). Well, at least it was wonderful for those of us who in some way associate themselves with ASU. To those who do not know, this group of people are affectionately known as the Sun Devil Nation. Continue reading

But Mr. Customer, we are not required to listen…our policy dictates

All of us have had personal experiences where we could write a case study on the ineffectiveness, rudeness and outright disrespect received from customer service centers. As someone that has over 20 years in international contact center experience, I see it as imperative for contact centers to drive high ratings for customer satisfaction, net promoter scores and other various metrics. Because of that, I take opportunities when available to see how companies respond to customer inquiries and complaints. No longer am I amazed at how poorly clients are treated, but a recent interaction certainly reminded me how bad things can get. I publish experiences like this so hopefully those responsible for policy decisions as well as the processes and empowerment of employees to resolve issues. This has a direct impact on customers and if they will remain potential future customers or even worse try to influence others away from your firm.

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Pat’s Run 2015

The following is a video showing highlights from Pat’s Run this year…and yes if you look at the shots at the finish line, look for the guy in the green shirt with the fatigue style hat facing the runners as they pass by…that is yours truly positioned just like I am every year ensuring no one gets injured (people love to stop and take pictures then get run over by those behind them). All of this to honor a great american and a great Sun Devil but more imporantly to raise money for the Pat Tillman Foundation.

http://www.thesundevils.com/mediaPortal/player.dbml?id=3996191&db_oem_id=30300&hq_e=el&hq_m=886832&hq_l=6&hq_v=00681ffc5c

Run, Walk, Honor…..The Pat Tillman Foundation and Giving Back

Saturday, April 25th, over 35,000 of us will celebrate the 11th Annual Pat’s Run in Tempe, Arizona. The 4.2 mile Run/Walk to honor Par winds through the streets of Tempe to Sun Devil Stadium ending at the 42 yard line of Frank Kush Field, symbolic of the #42 jersey Pat wore as an ASU Sun Devil. The event raises scholarship funds for Tillman Scholars who, in Pat’s name, strive to make a significant impact for the United States and our local communities.

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It’s a Great Thing to See

As some of you who follow this site are aware, I had emergency surgery recently effecting my sight and am currently recovering. Those who know me well know I am perhaps the worst possible patient as I cannot stand being waited on, asking for assistance performing tasks that are by definition my responsibility, or being told what I have to do without having any alternatives. Perhaps most of all is patience is certainly not a virtue of mine and the idea that things will simply work out over time if you do nothing and leave everything to their own processes without any interference is a tough concept to swallow. For someone who has made a career at evaluating and streamlining processes to exceed expectations, well let’s just say it has been gut wrenching. Continue reading

The True Meaning of the Sun Devil Nation

This week during my business travels, I could not help but keep thinking about what was a joyous ending to the Arizona State University football game against USC in Los Angeles (for those who have not seen it, click on http://www.youtube.com/watch?v=pmydnz2fi8k). Well, at least it was wonderful for those of us who in some way associate themselves with ASU. To those who do not know, this group of people are affectionately known as the Sun Devil Nation. Continue reading