Jaime Polo's Blog

(Para leer este artículo en español, pulse aquí.)

There are some situations in which it’s really easy to create a disappointed client, specially in front-line jobs. But it’s not usually employee’s fault, we have to blame the manager.

It is very important to design a customer service department from the customers’ point of view, not from employee’s most suitable job performance point of view.

Sometimes, employees have to deal with long queues, if a good customer service hasn’t been implemented, then they tend to optimize their jobs in order to become more productive. As it happened to me, the employee could serve 10 coffees at the same time but the queue didn’t disappear, it turned from waiting for ordering to waiting for receiving the order. Customers got angry and the problem was still there.

(Para leer este artículo en español, pulse aquí.)

This statement must be applied to all facets of business and life.

If you, as a business or person, break your promises down, you will lose trust from friends, customers, employees or followers.

Many people don’t think in subconscious consequences of this act, specially with friends and employees. The persistent act of failing to keeping promises creates a deep wound in friends’ feelings. If you maintain this behavior, sales will go down, friends will not trust you anymore, and employees will be angry.

Since I read “Linchpin” by Seth Godin, which I totally recommend, I have been thinking of how to show the projects I am involved with. The idea of transforming my blog into a diary in which I explain what I do in my life has become a reality, and, from now on, I will illustrate my activities and my projects’ evolution. Furthermore, I will use it to give my opinions about marketing and business issues as well as experiences I have with companies that are not performing well in terms of marketing or strategy.