• About Tom Dougherty

    Tom Dougherty CEO, Stealing Share

    Tom Dougherty is the President and CEO of Stealing Share, Inc., and has helped national and global brands such as Lexus, IKEA and Tide steal market share over his 25-year career.

    An often-quoted source on business and brands, he has been featured recently by the New York Times and CNN, discussing topics ranging from television to Apple to airlines.

    Tom also regularly speaks at conferences as a keynote and break-out speaker. To find out more on inviting him to your speaking engagement and view a video of him speaking, click here.

    You can also reach him via email attomd@stealingshare.com.

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Maybe the wrong people are losing their jobs

If service really is missing from the service industry, then the laws of supply and demand should take over – and maybe this rotten economy might just produce a silver lining.

Yesterday, I had the distinct displeasure of interacting with a snot-nosed store clerk at a local Bed, Bath & Beyond. I was returning a gift I had bought and needed help. Turned out, the clerk exemplified what is wrong with our service industry. There is no service. She obviously hated her job, thought customers were the enemy and believed she was doing the store a favor by showing up at her scheduled start time.

jobs

I propose that there are many motivated unemployed workers around now, and the retail and service industries would do well to fire their put-upon workers and replace them with folks who want to work and think the jobs they perform actually matters.

While I am at it, I would ask United Airlines to fire gate attendants at the commuter terminal in Dulles and see if any qualified applicants are available. Like, for example, someone that can speak an understandable form of English, an important skill when making boarding calls over a screechy loudspeaker.

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