The Night Lacity Taught Me a Lesson in Customer Service (and Change Management)
Patrons Enjoying themselves at a Bar. Photo/TripAdvisor. Fridays mean freedom for most people — that sacred day when laptops shut early, ties loosen, and everyone suddenly remembers they have social lives. But for me, Fridays are a little different. As a digital economy worker juggling multiple gigs with my inner journalist, I usually spend Friday nights hunched over my laptop, fingers dancing on the keyboard, eyes glued to screens, surviving on caffeine and ambition. By the time others are clinking glasses, I’m usually in a Zoom meeting trying to sound enthusiastic about “synergizing deliverables” while my soul quietly begs for rest. Last Friday, however, something unusual happened. I made an exception — and how I wish I hadn’t. It was a few minutes past 11 p.m., and I had just logged out of a webinar with my boss. My mind was fried, my back stiff, and my motivation long gone. Just as I was about to surrender to the sweet embrace of sleep, my phone buzzed. It was my friend...