Last week, I posted a performance improvement scenario and asked "What would you do?" Here's the follow-up post re-capping the responses and revealing what actually happened. Thanks to everyone who submitted a solution!

Most customer service policies allow employees a little discretion to bend the rules as the situation allows. Customer service reps should consider the impact on both the company and the customer when deciding whether to enforce a policy or to make an exception.

I must admit to a little bit of glee at seeing Dave Carroll's latest video in response to the poor customer service he received from United Airlines. If you don't know the story, Carroll apparently witnessed baggage handlers tossing his guitar on the tarmac as he sat on a United Airlines plane. The guitar broke and according to Carroll, United Airlines refused to pay for the damage. Carroll is a country music signer with no small following, so he decided to seek his own brand of justice by posting a series of three music videos to You Tube.

Toister Performance Solutions is guaranteeing a 500% Return on Investment (ROI) to participants who attend one of our Getting Started as a Supervisor public workshops this September. And yes, there is a catch, but aren’t you curious enough to learn how you can earn a 500% return with no risk?