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I’m in the New York Times

Not only did my article on why “The Customer is Always Right” is wrong generate quite a stir last week (and a lot of great comments) – it also got mentioned in the New York Times!! Woo-hoooooo!!!
And there’s more: if you’re in New Zealand – tune in to Afternoons With Jim Mora on Radio New Zealand National on Tuesday April 1 – there will be a long interview with yours truly.
I think it’s fantastic to see how much interest there is in happiness at work in general and in me and my work specifically! Here are some more of my recent media appearances.
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Event of the year: WorldBlu live 2008

This year’s WorldBlu Live conference has just opened for registration. It takes place on October 16-17 in New York.
This event is about democratic workplaces and you will:
- Learn best practices and leadership lessons from the CEOs of some cool democratic organizations.
- Discover how running a business democratically is a key to being happy at work AND making more money.
For me, this is THE conference event of the year and I really look forward to both speaking and participating.
The last WorldBlu conference in Washington DC was one of the most inspiring business conferences I have ever attended – I have never seen so many cool, fascinating and fun people gathered in one place.
Read more about the event here and register here. If you register before May 1st, you save a cool $300.
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It’s who you work with
Michael Stallard has written a beautiful ChangeThis manifesto called The Connection Culture: A New Source of Competitive Advantage.Connections matter at work. A lot. From Michael’s manifesto:
An organization with a high degree of connection has employees who are more engaged, more productive in their jobs, and less likely to leave the organization for a competitor. Organizations with greater connection also have employees who share more information with their colleagues and, therefore, help decision-makers make better-informed decisions and help innovators innovate.
It starts with the story of Michael’s wife cancer treatment at the hands of people who get the value of connecting:
[Katie began] high dosage chemotherapy at Memorial Sloan-Kettering Cancer Center in New York City. Our experience at Sloan-Kettering really surprised me. Every time we approached the front doors of the 53rd Street entrance in midtown Manhattan, the exuberant doormen locked their eyes on us and greeted us with big, warm smiles as if we were friends coming to visit. The receptionist and security people were equally friendly. During our first office visit with Katie’s oncologist, Dr. Martee Hensley, she spent an hour educating us, and, although the statistics she shared were sobering, Dr. Hensley’s warm disposition and optimistic attitude lifted our spirits and gave us hope. Simply put, we connected with the people at Sloan-Kettering, and it encouraged us and made us more optimistic.
I could not agree more. And these three point sum it up nicely:
Reflecting on these experiences made me realize three things:
- First, connection is a powerful force that creates a positive bond between people based on both rational and emotional factors.
- Second, connection contributes to bringing out the best in people—it energizes them, makes them more trusting and resilient to face life’s inevitable difficulties.
- Third, connection can vary tremendously across organizations depending upon local culture and leadership.
Feeling connected to the people we work with is tremendously important. If for no other reason, then for the simple fact that we spend a lot of time with them!
Read Michael’s manifesto at ChangeThis.
Related posts:
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Huh?
Check out this comment on Euan Semple’s blog:I was – seriously – asked in my annual review last year to stop saying ‘I have a fantastic job’… apparently it’s not fair on those who don’t.
I told my manager that the freedom to say that I love my job was indeed a dealbreaker… he looked sheepish and the conversation ended.
Interesting approach – rather than make the unhappy employees happier at work, managers could just stop the happy ones from expressing their happiness. Sheesh!
Related posts:
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New Danish website and blog about arbejdsgl

Participants at one of my workshops in a Danish companyI’ve been updating my Danish website, partly because it was getting a little outdated – but mostly because the server it ran on crashed suddenly and it turned out that no backups were available. Yikes!
You can find the new and improved website for Projekt Arbejdsglæde here, though it will be of limited use to you, if you’re one of the poor unfortunates who don’t speak Danish.
Best of all, the site now also features a blog about arbejdsglæde in Danish.
And if you’re wondering what the heck arbejdsglæde is, you can read all about it in a previous post called Karoshi vs. Arbejdsglæde.
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Top 5 reasons why “The customer is Always Right” is wrong

When the customer isn’t right – for your business
One woman who frequently flew on Southwest, was constantly disappointed with every aspect of the company’s operation. In fact, she became known as the “Pen Pal” because after every flight she wrote in with a complaint.
She didn’t like the fact that the company didn’t assign seats; she didn’t like the absence of a first-class section; she didn’t like not having a meal in flight; she didn’t like Southwest’s boarding procedure; she didn’t like the flight attendants’ sporty uniforms and the casual atmosphere.
Her last letter, reciting a litany of complaints, momentarily stumped Southwest’s customer relations people. They bumped it up to Herb’s [Kelleher, CEO of Southwest] desk, with a note: ‘This one’s yours.’
In sixty seconds, Kelleher wrote back and said, ‘Dear Mrs. Crabapple, We will miss you. Love, Herb.’”
The phrase “The customer is always right” was originally coined by Harry Gordon Selfridge, the founder of Selfridge’s department store in London in 1909, and is typically used by businesses to:
- Convince customers that they will get good service at this company
- Convince employees to give customers good service
Fortunately more and more businesses are abandoning this maxim – ironically because it leads to bad customer service.
Here are the top five reasons why “The customer is always right” is wrong.
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More praise for Happy Hour is 9 to 5
Michael Stallard, president of E Pluribus Partners, read my book about happiness at work and liked it:Alex’s writing has a fun, conversational style, just like you would expect from the Chief Happiness Officer. Don’t mistake this for fluff, however. He covers a lot interesting material in a thoughtful, smart way.
You can read Michael’s entire review here.
But someone has Michael beat… Zeke Chan has read my book three times! Here’s what he thinks:
I have read it 3 times and have been constantly referring to it every now and then for inspiration and ideas. A whole lot of things have happened since then which has just been unbelievable. I started by making myself happy. In your book, you champion the concept of doing something to make you happy. So I did just that… I did things that made me happy, tried to be positive, helped my colleagues and made an effort to learn something new about someone each day. I always start my day by doing something that I love and enjoy. Only then do I start my day… which has been a habit of mine the past 2 months.
When I successfully made myself happy on a daily basis, I realized there was something else that needed to change to be truly happy… my attitude. That has really taken some time to do and I’m still learning to master my attitude and thinking. Here’s how things have changed since I’ve started. I really love my work and enjoy the company of my colleagues. I have tonnes of ideas that have great potential and could be worth something. I have started a freelance business that I’m positive will be successful. My relationship with my wife has gotten even better… so much that I’m encouraging her to discover what makes her happy and to find that happiness in the work she would love to do. She is struggling somewhat with this new concept of happiness at work, but I have no doubt that things will turn out great.
I want to thank you for your book. It is simple to understand and your suggestions are highly practical and easy to do. I’m trying to spread some happiness at my workplace but it has not been easy due to the culture… but one thing I’m certain of is that I’m at YAY! happiness level.
God, I’m good :o)
Click here to read the book free online or buy it on paper or as a pdf e-book.
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Advice for leaders

Here’s a piece of important advice for all managers who find that their calendar is wall-to-wall meetings three months into the future.
“Remember – you’re a leader, not a meeter”
This came up today in a meeting(!) with some of the nice people from Danish software company Maconomy.
Related posts:
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Killing off job titles: Let’s get practical!
In a previous post I argued for doing away with job titles. They’re rarely relevant, they say very little about what you do and they can lead to internal competition and bickering.The marketing department at Quicken Loans (America’s 2nd best workplace according to Fortune Magazine) just did this and liked the results.
Now, a fatwa on job titles may sound great in theory, but how could it work in practice in a large organization?
Rick asked some great questions in a comment:
I’m trying to understand the difference between calling someone “The guy in charge of fixing things in the plant when they’re broken” vs. “Maintenance Manager” or the like. The former is long, the latter is short. If you say he or she can self-title as “Chief Fixer” well that’s still a title, isn’t it?
Now supposing we have one opening for a Production Engineer (actual title) for a plant in Georgia and another opening for a Process Engineer (also actual title) for a plant in North Carolina. Two distinct positions, though both engineers and both working in a plant environment. If I want to apply for one of those positions, it’s valuable for me to know I can discard the one and not the other based on my knowledge of what the jobs are in general and how they link to my skills, yes?
Several years ago, I worked for a (now bankrupt) company that worked in the dot com space. The company was the product of a multitude of large and small mergers. At some point, there were over 117 job titles in the company as one of the merged entities, which itself was just a conglomeration of small mom and pop dot coms, never streamlined titles in the organization. The result? Absolute confusion. And, as I say, the company is bankrupt (for a variety of reasons, of course, not just titles).
Let’s go back to the example of the company I currently work for and the concept of the matrix. You suggest that people find each other “more randomly and serendipitously.” That’s terrific…unless there are deadlines to meet, markets to pursue and stiff competition. Then, I want to know who to include on the team *now* in order to get the work done. Offer me a way that happens without at least a cursory glance of people/positions/titles and I’m interested. That means knowing who is available in Europe, Asia, the Americas across a variety of business groups and units, with a population of over 20,000 employees. Random isn’t going to cut it.
As you see, I’m still not convinced, but I’m willing to keep the dialogue going as I’m intrigued and really want to understand how this works on a practical (not abstract) level.
Good question! If there are no formal job titles, how will you find, say, all the engineers with a certain background? And how do you handle the chaos that comes with people having no job titles or choosing their own?
I have some thoughts on this, but I’d love to know what you think. Can large organizations live without formal job titles? How would this work in practice? What would the organization gain or lose?





