Last night I had dinner with four girlfriends and the subject of bosses came up. When the discussion ended, it was very clear that we have an epidemic of UB disease in the Boston area. And, the UBs, A.K.A, unavailable bosses are working at some of the largest, most prestigious companies, have mastered the art of managing up, but have lost sight of why they became leaders in the first place- to lead others! One friend works at one of the billion dollar, global, office supply giants and shared that when she was first hired, she worked for an awesome boss. This boss was supportive,Read More →

Ben Franklin once said, “An ounce of prevention is worth a pound of cure”.  I think he may have been in technical support! Technical support and customer support leaders must begin to think of their top priority as incident prevention not incident management. Incident management focuses on reacting to customer demand (incidents, tickets, questions) and solving problems. It’s about reducing case aging, reducing backlog, achieving service levels and achieving case closure SLAs. And… as I mentioned in a previous post, there is a BIG problem with problem solving as it happens too late in the process. In most cases, once there is an incident, weRead More →

About 18 months ago, a new restaurant/bar opened up in my neighborhood called “Angry Ham’s Garage”. (FYI- A “Ham” is someone that lives in Framingham, MA and that’s where this place is located.) Angry Hams had unique décor (garage related decorations) and a unique, vast menu (American, Italian and Asian) and surprisingly low prices considering the quality and quantity of the food. At first, the restaurant was very busy, but over time business got slower and slower. About six months ago, Angry Ham’s was featured on a Spike TV show called “Bar Rescue”. Like many other shows of its kind, a bar business expert (JonRead More →