Jim L. Smith

We have all experienced how frustrating it can be when an interaction with a company doesn’t materialize the way we expect.

When the subject of quality is discussed it’s a safe bet that many would suggest it needs to improve. Additionally, many consider that senior management is most responsible for that improvement.

This column may not be popular, and it may put some readers on the defensive. The focus isn’t entirely on America as it’s a global issue, but it certainly seems rampant today.

When people criticize negative feedback, they often misunderstand what it means to be an effective leader. We are surrounded by books and articles advising leaders to inspire.