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Mastering the customer apology in time for the holiday shopping season

Catherine Iste Retail

The idea that an ill-timed or poorly delivered apology can have a negative effect is not limited to Seinfeld episodes. A working paper by Basil Halperin, referenced in the recent issue of Harvard Business Review magazine, indicates that apologizing multiple times may be worse than not apologizing at all. Therefore, the retail service apology is a delicate thing. From how it should be delivered to when it should be done, saying sorry is not as simple as it seems. In anticipation of the upcoming holiday shopping season, here are a few things to consider about why and how to apologize to customers.

5 Cs for why we should include opportunity in risk management

Dr. David Hillson Business Management, Services & Risk Management

Many of the pieces are now in place to support widespread adoption of inclusive risk management that addresses both threats and opportunities. International standards define risk as double-sided, and this is supported by professional bodies, recognized thought-leaders, expert practitioners, and leading-edge organizations. All that’s needed is for more people to start doing it! But why should we? Here are five reasons.

On-demand pay: A budding phenomenon

Grace Ferguson Business Management, Services & Risk Management

In an era of instant gratification, the concept of on-demand pay couldn’t be timelier. Payroll technology plays a huge role in this desire for instant satisfaction. The vast majority of American workers can immediately access their wages on payday via direct deposit or payroll cards. They can also retrieve pay stubs, update their payroll data, and make payroll requests at the touch of a button, thanks to employee self-service. So, getting paid on demand seems like a natural fit.

The cities of the future, here today

Dave G. Houser Construction & Building Materials

About 12,000 years ago, the Neolithic Revolution marked the transition in human history from nomadic hunting and gathering to settling in permanent communities. In all probability, from that time forward mankind has fantasized about a city of the future. Today, we've discovered a number of real-life brick-and-mortar — or rather, glass, steel, ashcrete and carbon fiber — developments that suggest that the cities of the future may be nearer at hand than we think.

Travel2020: Sustainable meetings resonate with socially conscious attendees

Lark Gould Travel, Hospitality & Event Management

CWT Meetings & Events says that sustainability will continue to be an even more important business consideration for the $840 billion industry in 2020. The company’s research is outlined in a feature included in a report, "The Future of Sustainable Events." As activists protest in some of the world’s best-known destinations demand action on climate change, companies are increasingly taking notice. "The sustainability of the meetings and events industry, in fact of the entire travel industry, is at the forefront of companies’ and planners’ minds in 2020," said CWT Senior Vice President and Managing Director Derek Sharp.

How to keep association sprawl in check

Robert C. Harris Association Management

Urban sprawl is described as unplanned growth. Little thought is given to how the elements combine to add value. A gas station next to a hospital and apartment complex does not add value. Instead, a planned community increases quality of life and value by strategically integrating components. Sprawl can affect associations. Components are often added by successive boards and strategic planning retreats. How the elements integrate or add value are not considered.

Tips from frequent flyers, medical professionals on how to stay healthy

Catherine Iste Medical & Allied Healthcare

We have been on this planet for a really long time; yet somehow, we continue to find ways to rethink the basics of our existence. At any given moment, we can find a new trend addressing what, when and even how we should eat, sleep or exercise. However, there are some among us who seem to function quite successfully outside of the trends, remaining healthy and happy despite challenging work environments. To prepare for winter, here are a few tips from medical professionals and frequent flyers on how to stay healthy despite working in environments full of germs.

Workplace boundaries: Some workers don’t like your hugs or your pets

Terri Williams Business Management, Services & Risk Management

You may spend more time at work than you do with your family, but that doesn’t mean employees want to be treated like your family members. According to the 2019 Workplace Boundaries Report by Udemy, some workers are overstepping boundaries, and it’s making their co-workers very uncomfortable. In an effort to make the workplace feel more like home, many companies are relaxing their rules. However, some workers think organizations have gone overboard in certain areas. For example, 66% believe co-workers shouldn’t be allowed to bring pets to work, and 65% believe that workout or athleisure clothes are not appropriate for work.

The importance of managing your business’ cash flow

Joseph Brady Business Management, Services & Risk Management

Cash flow is the money that flows into your business, and out of it. The inflow of cash to your business comes from sources like invoices and customer payments, savings and returns on investments. Cash flow is the backbone of any successful business. However, most business owners make the erroneous assumption that good revenue and profits indicate stable financial health. According to the Small Business Administration, however, a lack of cash flow management is the No. 1 reason most businesses fail.

The terrible nature of expedient principles

Anne Rose Business Management, Services & Risk Management

The word "principles" is bandied about often, as in, "It’s against my principles to do XYZ," or, "My life is built on solid moral and ethical principles." Principles are good. They are a guideline how to live your life consistently to the standards you profess to espouse. Not having any principles is typically not good. It's fairly easy to discern the principled from the unprincipled people, and you can easily choose which group of people you'd prefer to associate with. What’s tricky is discerning the people with expedient principles.

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