Category Archives: Leadership

Customer Service and Leadership (Part 3)

By | June 5, 2014

[June 05, 2014] In Part 1 and2, the connection between customer service and leadership was discussed (link here and here). I proposed that customer service varies somewhat by organization; and while that is true, the differences are mostly superficial. A great friend and retired military officer writes her customer-service philosophy … arranged as an inquiry. She asks, “The… Read More »

VA Scandal: Shinseki Resigns

By | May 31, 2014

[May 31, 2014] Interim Veterans Administration chief Sloan Gibson stated that the VA as a whole needs “a change in culture.” The scandal of hiding wait times that appears to have resulted in military veteran deaths is shameful. However, the fix is not in better management systems and processes but in the elimination of the VA’s current employment… Read More »