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Kate_Zabriskie

  • customer expectations
    February 15, 2024

    Mind the Gap: What to Do When Customer Expectations and Reality Collide

    By Kate Zabriskie

    Photo credit: Christian Erfu/Unsplash. “I don’t understand. This hotel has no restaurant, no concierge and no valet. It’s not at all what I expected. The place had no standards.” – Guest at a roadside motel “I showed her the picture [...]

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  • March 1, 2022

    Long-Distance Leadership: Managing a Remote or Hybrid Workforce the Right Way

    By Kate Zabriskie

    A lot of leaders who are managing remote or hybrid teams didn’t get much warning about their new normal. Photo courtesy of Heidi Baumgart, Arborwear. Managing people who work from home is nothing new for many leaders, but getting the [...]

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  • December 1, 2021

    It’s Me, Not You (Actually, Maybe It Is You!) When It’s Time to Divorce Your Clients

    By Kate Zabriskie

    From time to time, service providers need to let a client, or class of clients, go. As with any other difficult conversation, there’s a right way and a wrong way to make the decision and break the news. TCIA file [...]

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