Management Makes a Difference

August 23, 2011 at 2:12 PM | Posted in Annals of Management | 2 Comments
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I was at the Gold desk of Hertz at the Detroit Airport this morning receiving particularly gracious service. I had been noticing this pleasant level of service of late there and asked the lady helping me if there had been a change in management. She smiled and said, yes there had been a change. I said that it was very noticeable and that I appreciated it. She was demonstrably pleased.

In the past I have Tweeted about how far Hertz had fallen from their long-time perch as the premier car rental company. The service had bordered on nasty and now doves have descended on Detroit Metro.

Management makes a difference – one way or another.


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  1. A good friend of mine is a veteran HR Director. He also has a graduate degree in Behavior Sciences from John Hopkins Univ.
    I asked him once “What’s the most important trait you’ve found in any successul
    executive/manager.” His response: “The ability to change his/hers mind when presented with new information.” People in mangement positions sometimes become their own worst enemies by not changing their mind sets, even when things are going badly. Its ego & convictions getting the worst of you.

    • Bill, I’ve been thinking about your note for the last few days. Profound! Blog-worthy and more. Thanks! Tom

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