“To do as well as I did, I swear to God, anywhere else I’m probably looking at an extension with what I did,” Ham told Andscape on Tuesday.
Now an assistant coach with the Milwaukee Bucks, Ham improved to 14-0 in NBA Cup games later that night when the Bucks defeated the Oklahoma City Thunder to win this year’s in-season tournament.
Ham was hired by the Lakers as a first-time head coach in 2022, after 11 years as an assistant with the Lakers, Atlanta Hawks and Bucks. Despite everything the Lakers accomplished during Ham’s tenure, it’s difficult to imagine too many people in L.A. being surprised by his dismissal.
A number of fans had been calling for Ham’s ousting on social media for some time. And reports had surfaced that some of Ham’s lineup decisions and in-game adjustments were a source of frustration in the locker room.
Still, Ham told Andscape he was “extremely disappointed and perplexed” when he was fired after the Lakers were eliminated by the Nuggets in the postseason for the second straight season.
“I’m not talking about feelings. I’m talking actual facts,” Ham said. “They go from not making it to the playoffs to the final four in the NBA, the conference finals. And then you win the in-season tournament, navigate through all the injuries and win both of your play-in games to get to the playoffs.”
He had plenty more to say on the matter:
— “You feel like you did enough to sustain in one spot. I felt like I did that.”
— “It’s being reported like I’m just throwing some lineups up against the wall to see what sticks. No, man, we were really navigating a lot from guys being hurt to having the oldest player in the league [LeBron James] to navigating [Anthony Davis’] injury history. It was a lot.”
— “Some of the s— that was coming out? Wow, bro, I don’t know Xs and O’s? I was winging it. Dude, that was the most disappointing stuff, how mean and so much stuff people are saying online.”
Ham also told Andscape that he hasn’t had any significant contact with James or Davis since he left L.A.
“I haven’t talked to anybody,” Ham said. “When we played them in the preseason, I said hello to a couple of guys. Jaxson [Hayes], Cam [Reddish], D-Lo [D’Angelo Russell], Gabe [Vincent]. But not really, man. LeBron ran past the bench and we had a little bit of small talk.”
The Lakers are 14-12 and in 10th place in the West under Ham’s replacement, first-year coach JJ Redick. They were 15-11 and tied for eighth in the conference at this point last year, although they went on to lose eight of their next 10 games and drop to 11th place.
“There is no ill will for me,” said Ham, whose Bucks are 14-11 and in fifth place in the Eastern Conference. “Their situation is what it is.”
A Las Vegas man was charged in connection to an illegal betting scheme involving Jontay Porter, the former Toronto Raptors player who admitted to manipulating his performance for gambling purposes and was banned from the NBA.
Shane Hennen, 39, was arrested Sunday morning at Harry Reid International Airport in Las Vegas, according to the U.S. Attorney’s Office for the Eastern District of New York. He is scheduled to make his initial appearance in federal court Monday.
ESPN has contacted Hennen’s attorney for comment.
Prosecutors allege that Hennen received information about the scheme from conspirators who were in contact with Porter, distributed the tips to other gamblers and placed bets through proxies.
Porter pleaded guilty to a federal conspiracy crime in July and is awaiting sentencing. He told a court that he participated in the scam “to get out from under large gambling debts.” Four other men have been charged as part of the scheme, two of whom have pleaded guilty.
Porter is not named in the complaint against Hennen, but the details laid out in the document match his case.
According to the complaint, Porter sustained an eye injury while playing for the Raptors in a Jan. 22, 2024 game against the Memphis Grizzlies and was diagnosed with a corneal abrasion. During that game, Porter texted two co-conspirators, “I went back to locker room to get eye checked on. Idk if imma play much more. I’m Not starting second half. But if it’s garbage time I will shoot a million shots.”
Hennen received a screenshot of these texts, along with the information that Porter would withdraw early from a Jan. 26 game against the Los Angeles Clippers, according to the complaint. Prosecutors said a co-conspirator told Hennen on Jan. 26 to “call 911” and forwarded another message from Porter that read, “Hit unders for the big numbers. I told [a co-conspirator] no blocks no steals. I’m going to play first 2-3 minute stint off the bench then when I get subbed out tell them my eye killing me again.”
Hennen also received screenshots of two betting slips with wagers on the under on Porter’s performance during the Jan. 26 game, according to the document. One $29,382 parlay wager on the under on Porter’s rebounds and points would pay out $103,387.
Prosecutors allege that Hennen bet on the under on Porter’s performance through proxies. After the Jan. 26 game, Hennen texted a co-conspirator, “We got lucky,” according to the complaint.
Hennen was also told that Porter would remove himself from a March 20 game against the Sacramento Kings, citing illness. In one text, a conspirator told Hennen, “Please don’t leak it.” Prosecutors allege Hennen then provided the inside information to other bettors.
Homa has six Tour wins since 2018-19 and one international win. He played on the U.S. Ryder Cup team in 2023, and the Presidents Cup team in 2022 and 2024.
Fitzpatrick has two Tour wins, including the 2022 U.S. Open, and eight international wins. The Sheffield, England, native played for the Europe Ryder Cup team in 2016, 2020 and 2023. He also competed in the 2024 Olympics.
It would be hard to come up with a more radically divisive major composer than Arnold Schoenberg, who was born in Vienna in 1874 and died in Los Angeles in 1951. It would be equally hard to come up with a more radically inclusive composer, who remade European music in his image and then came here and did the same for Hollywood. Or a more devotedly progressive — you could even say obsessively progressive — composer who honored the past yet paved the way for a kicking-and-screaming future.
We still don’t quite know how to sell Schoenberg. There is the scary modernist Schoenberg — inventor of the 12-tone system, replacing traditional harmony with the democratic notion that all notes are equal — who reputedly drives audiences away. But there is also the Schoenberg who carried on from the 19th century Romantic tradition in his lush early scores like the massive post-Wagnerian and post-Brahmsian “Gurrelieder.”
The big event ending this year’s celebration of the 150th anniversary of Schoenberg’s birth was Zubin Mehta conducting the grandiose “Gurrelieder” over the weekend with a huge Los Angeles Philharmonic (replete with four red harps), the Los Angeles Master Chorale and big-throated vocal soloists.
“Gurrelieder” is the first sign of the real Schoenberg, whose music, no matter how thorny or how esoteric, always embraced the big picture relating the past to the future. Devoted to the contrapuntal wonders of Bach, the classicism of Mozart and the astonishment of Beethoven, Schoenberg began his career by mending the major divide of his own early years, that of Wagner the futurist and Brahms the keeper of tradition.
In Brahms, Schoenberg found progressivist harmonic thinking that was logically heading toward atonality. Once when recognized by a stranger who asked him if he was the composer Arnold Schoenberg, he replied, “Someone has to be.” From Wagner, Schoenberg got the bug for endless thematic development, from one thing leading to the next and the next in the path toward rapture.
In no work does Schoenberg embrace the spirits of Brahms and Wagner more radiantly than in a “Gurrelieder.” Over a luxurious two hours, this quasi-oratorio is a big fat glorious mess, and no conductor loves it more than Mehta. At 88, Mehta is the dean of Schoenberg conductors. When he became music director of the L.A. Phil in 1962, at the age of 26, he told the press that he felt it more important in L.A. to conduct all the neglected orchestra works of Schoenberg before doing all the Beethoven symphonies.
By the late 1960s he was well into his Schoenberg advocacy. He conducted the first L.A. Phil performance of “Gurrelieder” in 1968 in the Dorothy Chandler Pavilion, around the same time he was making sonic-spectacular recordings of early and late Schoenberg, catnip to audiophiles that impress to this day, with the orchestra in Royce Hall at UCLA. That’s also where Schoenberg happened to have taught students who went on to become Hollywood film composers, experimentalists or both. David Raksin (composer of “Laura”) and John Cage said they worshiped Schoenberg like a god.
Mehta had last conducted “Gurrelieder” with the L.A. Phil in 1977, his penultimate season as music director. He concluded his 13-year tenure as music director of the New York Philharmonic with “Gurrelieder” in 1991 and recorded it. Two decades later, Mehta recorded “Gurrelieder” again, this time with the one other orchestra of which he has been music director, the Israel Philharmonic.
Meanwhile “Gurrelieder” has proved a favorite for three of Mehta’s successors at the L.A. Phil. André Previn was supposed to conduct it in 1991 but took ill and was replaced by Gerard Schwarz. Esa-Pekka Salonen led a dazzling “Gurrelieder” in Disney Hall in 2005. Gustavo Dudamel had hoped to conduct his first “Gurrelieder” in 2020; that was canceled because of COVID.
Mehta’s “Gurrelieder” has, with age, naturally grown less flamboyant and more reflective. He connected it with Brahms by conducting Brahms’ Violin Concerto (with soloist Leonidas Kavakos) and Second Symphony the week before. He marshaled the large forces of “Gurrelieder” seated on the podium.
The L.A. Phil performs Schoenberg’s gargantuan “Gurrelieder,” at Walt Disney Concert Hall
(Carlin Stiehl/For the Times)
Though not as demonstrative as he once was, Mehta has not lost the essence of his L.A. Phil sound. There it was, big and bold, from the first firm notes of Brahms’ concerto to the searing, earth-shattering sunrise grandeur of the finale of “Gurrelieder.”
It’s a crazy work, begun in 1900 in an attempt to out-Wagner Wagner but not completed for 11 years, during which time Schoenberg had moved toward atonality and modernism. A king, Waldemar, in an unhappy marriage, has an affair with a lover, “Tove.” She dies. He can no longer face life without her. He dies, and in the afterlife he is forced to hunt all day. It gets weirder and more surreal with a narrator for the ending.
As a very last-minute replacement for tenor Brandon Jovanovich, who caught one of those viruses floating around L.A., John Matthew Myers proved an impressive quick study as a sturdy Waldemar. Christine Goerke as Tove and Violeta Urmana as a prescient Wood Dove, though not always steady, brought Wagnerian robustness in the other two major roles. There was more character to Gabriel Manro’s peasant and particularly Gerhard Siegel’s fool. Dietrich Henschel was a more melodic narrator than most.
But the glory goes to the orchestra and Los Angeles Master Chorale, which appeared to give Mehta all he asked for and maybe more. In the end, Mehta let “Gurrelieder” speak for itself in a very loud voice.
That’s one way of making the Schoenberg case. There are others. Schoenberg hangs over L.A. more than we often realize. Four days before “Gurrelieder,” Piano Spheres, which was founded by pianist and Schoenberg assistant Leonard Stein 30 years ago, opened a tribute program remembering pianist Susan Svrcek and composer Frederick Lesemann with Webern’s eight-hand arrangement for four pianists at two pianos of the opening of “Gurrelieder.” It enticingly glittered as much as a four-harped orchestra.
In February, the Jacaranda new music series, shutting down after two decades of indispensable concerts, went out with a Schoenbergian bang, connecting the composer to Hollywood, Mahler, Coltrane and Boulez. But perhaps the most intriguing connecting of Schoenberg to Hollywood will be the West Coast premiere of Tod Machover’s opera “Schoenberg in Hollywood,” which UCLA will mount in a new production at the Nimoy in May — and, of course, will rehearse in UCLA’s Schoenberg Hall.
Speaking about anything related to album releases and awards season feels frivolous as a series of destructive fires continue hounding Los Angeles. As people begin to assess the damage and find their bearings, the City of Angels has exemplified the kind of community that shined at Kendrick Lamar‘s Pop Out concert last summer, with the city’s beautifully diverse collection of people banding together to share support and resources amid such a paralyzing crisis. On Monday (Jan. 11), music stars like DJ Premier and Flying Lotusamplified a fundraiser for Madlib, a Cali native and acclaimed hip-hop producer who lost his home, decades of music and studio equipment in the fires.
Tragedy extended beyond the fires last week, with the music world losing Sam Moore, one half of the Grammy-winning, Billboard chart-topping R&B duo Sam & Dave. Known for classics such as “Hold On, I’m Coming” and “Soul Man,” the seminal ’60s act was inducted into the Rock & Roll Hall of Fame in 1992.
In more contemporary news, Lil Baby debuted atop the Billboard 200 this week with Wham (No. 1), marking his fourth consecutive No. 1 album, and Ye (formerly Kanye West) began teasing an AI-assisted Vultures film.
With Fresh Picks, Billboard aims to highlight some of the best and most interesting new sounds across R&B and hip-hop — from Otis Kane’s lovestruck new single to BabyDrill’s shot-firing banger. Be sure to check out this week’s Fresh Picks in our Spotify playlist below.
Otis Kane, “Breathe”
Last Friday (Jan. 10), Los Angeles-based R&B singer-songwriter Otis Kane colored the world Violet with the release of his sophomore studio album. The album diligently explores the different stages of falling in love, and “Breathe” is a decadent, soulful ode to loving someone so much that you can’t live without them. “I would give up/ Everything babe/ Just to call you my home,” he raspily yearns in the song’s opening, immediately settling into a seductive, funky pocket of D Mills’ bass-heavy production. If the self-proclaimed “real lovers” are looking for some new additions to their playlists, Otis Kane is ready to serve. — KYLE DENIS
Qing Madi, “Akanchawa”
Nigerian singer Qing Madi is starting the year strong with “Akanchawa.” The track is one of three singles from Qing Madi’s upcoming debut album, I Am the Blueprint — which she describes as “a statement of fact for all the struggles, pain, and rejection [she] went through as far back as 8 years” — set to release on Jan. 31. “Akanchawa” is a love-filled expression, blending heartfelt emotions with playful language. The song is a love letter filled with passion and humor, celebrating the joy of finding someone who captures your heart so completely that you’re willing to embrace vulnerability and offer unwavering commitment. Themes of devotion and vulnerability shine through lines like “for you I ready drop my ego” and the repeated “giving you all my love,” emphasizing the track’s message of unconditional love. — CHRISTOPHER CLAXTON
BabyDrill, “Scared of the P—y”
The abundance of feuds and competitive energy displayed last year has carried over into rap’s 2025. BabyDrill sets the tone by embarrassing an opp – who he calls “Mr. Vaseline man” and their alleged sex toy boutique shopping preferences with a fake newscast. There’s even alleged social media posts and fighting videos to further drive his humiliating “Scared of the P*ssy” diss track home. “F–k I look like beefing with a booty bandit,” the Atlanta native raps over the hard-hitting trap production. — MICHAEL SAPONARA
Jordan Adetunji feat. KWN, “Too Many Women”
After scoring a global breakthrough hit in “Kehlani” — and getting the actual Kehlani on the remix and scoring a Grammy nod for it — Jordan Adetunji has now set his sights on rolling out his forthcoming A Jaguar’s Dream mixtape. To officially announce the set, the U.K. artist dropped “Too Many Women,” an Afrobeats-inflected R&B-melodic rap hybrid that features experiment U.K. artist KWN. “Don’t mean to get in your way/ Took another shot, girl I’m waved/ Shawty I know that you think we’re the same,” Jordan opens the track, setting the scene at a club where he’s the ultimate bachelor. Built around a slick flip of Too $hort’s “Broke B—h,” “Too Many Women” is a catchy track that helps prove “Kehlani” was no fluke. — K.D.
Rod Wave, “Westside Connection”
A deeply heartfelt track, “Westside Connection” delves into the emotional complexities of love, loss, and longing. With lyrics like, “I needed someone desperately, and you was right there for me” and “Give you the moon, the stars, the clouds, whatever to make you smile,” Rod captures both the intensity of devotion and the yearning to heal a fractured bond. He juxtaposes raw confessions of pain — “I was in a dark place when you had found me, my pain, and my problems had me surrounded” — with a desire for reconciliation, reflected in the refrain, “I left my heart on the West End, can’t wait to get home to you.” Through introspective verses and melodic hooks, Rod continues to deliver bluesy, soul-baring hip-hop ballads. — C.C.
WolfaceeJoey, “3STAR”
2025 should be WolfaceeJoey’s breakout as the next star from the burgeoning sexy drill scene. The Staten Island native kicks off the new year playing “love doctor” with his 13-track Cupid album. He’s not a one-trick pony either, with a versatile repertoire of flows so there’s something for everyone. “3STAR” is an early standout and like a Michelin restaurant, this is rap’s culinary excellence. — M.S.
Ransom, “Tears From a Third Eye”
Ransom originally dropped his Carini Green LP last fall (Oct. 30, 2024), but the seven-song set finally arrived on DSPs last week (Jan. 8). Even if the project is a few months old, the Jersey City emcee has already delivered some of the best rapping if 2025 so far. Album opener “Tears From a Third Eye” — a heart-pounding, single stream-of-consciousness verse — is something of a breakthrough; Ransom uses CinemaTaGraffiti’s ethereal, electric guitar-anchored soundscape to ground his ruminations on maturation and spirituality and how those elements of his life have evolved post-fatherhood. — K.D.
Abby Jasmine, “Believe in Me”
With just 32 days until Abby Jasmine’s highly anticipated project Closure, the New York native continues to deliver for her fans. Her latest single, “Believe Me,” is a bold declaration of resilience and self-confidence, tackling themes of doubt, perseverance, and self-belief. “I can’t share my thoughts with them, they won’t ever get it,” she spits, later rapping, “They don’t wanna see me win, baby, you gonna have to just go blind,” underscoring her determination and conviction in her own potential. With its bold, defiant lyrics and an unforgettable hook, “Believe in Me” is more than just a song — it’s a 2025 anthem for anyone in need of motivation. — C.C.
LeoStayTrill, “Selena”
UK drill has something to say in 2025. Eyes are on Central Cee’s upcoming project, but LeoStayTrill is a college student making waves in his own right climbing the rap ladder. The South London resident follows the Clean Bandit “Rather Be”-sampling “2’s 3s” with “Selena.” After garnering momentum on TikTok following an NYE teaser, “Selena” finds Leo dodging commitment from the various women he’s involved with. “The girl got pissed I don’t my show location/ I ain’t gettin home until 9:00 most likely,” he raps about his sly elusiveness. — M.S.
Lying awake at night, your mind racing with stressful thoughts, can feel like an endless battle against sleep.
For those moments when counting sheep simply isn’t enough, a sleep hack shared by NHS doctor and GP Amir Khan could be a game-changer.
The Bradford-based doctor, known for his appearances on Good Morning Britain and Lorraine, has revealed a technique called cognitive shuffling that could help calm your overactive mind and allow you to drift off more easily.
According to Dr Khan, when your brain is overloaded with anxious or stressful thoughts, it interprets them as signals that it’s unsafe to sleep.
This keeps you in a cycle of sleeplessness.
Cognitive shuffling helps interrupt these racing thoughts and shifts your mind into a calmer, more neutral state, making it easier to fall asleep, he explained.
He said: “Rather than counting sheep, there is now an alternative technique you can use called cognitive shuffling.
“The idea is that it interrupts your racing mind and instead scrambles your thoughts, inviting the brain to go into sleep mode, assuring it that it is safe to sleep.”
Dr Khan describes the method as “fairly easy” to implement. Firstly, get into bed and lie down as you normally would to prepare for sleep.
Then, choose a neutral word, make sure you pick a word that is emotionally neutral and doesn’t carry personal significance.
Dr Khan suggests examples like “bed” or “dream.” Avoid words with repeating letters.
Then, using your chosen word, think of as many other words as possible that begin with the same letter and visualize each object or idea.
For instance, if you choose the word “bed,” start with the letter “b” and picture words like “bat,” “binoculars,” “baseball,” and “banana.”
Once you’ve exhausted all possibilities for the first letter, move on to the next. For “bed,” you’d proceed to “e” and think of words like “emu,” “elephant,” and “eyes.” Repeat the process for each letter.
If you’re still awake after finishing the word, choose a new one and repeat the process until sleep takes over.
The technique works by gently distracting your brain, giving it something neutral and repetitive to focus on instead of stressful or intrusive thoughts.
This process helps assure your brain that it’s safe to relax, paving the way for sleep.
Cognitive shuffling is not only simple but also free and non-invasive, making it an appealing alternative to medications or other interventions for sleep troubles.
Dr Khan’s practical tip has gained traction on TikTok, with many viewers praising the method for its effectiveness in overcoming restless nights.
Season 3 of The Traitors has arrived, and it is cut-throat. Host Alan Cumming selected Bob the Drag Queen, Survivor star Carolyn Wiger, and Big Brother contestant Danielle Reyes as Traitors. Later, in a surprise for the Traitors, Survivor legend Boston Rob Mariano joined their cloaked ranks. However, when the first three Traitors decided to murder one of the Real Housewives, the internet wasn’t happy. Plus, they chose Dorinda Medley, who was arguing with people on her first night in the castle. And so, Dorinda was the first player to be murdered.
Bob the Drag Queen explains why the housewives were a target
Dorinda was heartbroken that she was killed. “I cried my eyes out! When I saw that envelope, it was so unexpected,” Dorinda said. “I just think they realized that the Housewives are strong characters.”
When Alan selected Bob the Drag Queen as a Traitor, he made an excellent choice. “I’m really proud of my performance on The Traitors. You know I’m a messy b*tch who likes to fight,” Bob previously stated. “I’m a messy b*tch who likes drama.”
Recently, Bob addressed targeting the Real Housewives via a YouTube livestream. “The Survivor people do not like each other. The Housewives are friends,” Bob explained. “The Survivorpeople and the Big Brother people have all backstabbed each other, they’ve hurt each other, so they are not buddy-buddy. The Housewives are buddy-buddy, and we do not think they will turn on themselves unless they want to make a point, right?” he added. Plus, they had the highest numbers at four.
Bob the Drag Queen was sad that Dorinda Medley’s “dreams got crushed” on The Traitors Season 3
Photo Credit: Euan Cherry/Peacock
“This really pissed people off on the internet. I don’t know that she’s this icon on Real Housewives,” he stated. Bob added, “I have no clue who Dorinda is, so I’m like, ‘Girl, kill her.’ I don’t know, let’s pick someone, because they’re all strangers to me.”
When the contestants gathered at breakfast, both Bob and Danielle were emotional. “I was not acting. It genuinely was sad for someone to go. Her dreams got crushed,” Bob said. “Yes, I did it. Yes, I did it, but it was still sad. If I was crying, I really was crying because I was emotional.”
Then, the devious Traitors murdered Chanel Ayan of The Real Housewives of Dubai. Poor Chanel had no idea how to play the game, but she tried. “I know, guys. I know you’re mad at me,” Bob said. “Get over it. Ayan will never get out at the round table. That will never happen, so how are we going to get her out? We have to kill her, right?” Bob added, “I do feel bad that she got murdered but it is what happened.”
The Traitors Season 3 continues on Thursdays on Peacock at 9/8c.
TELL US – WERE THE TRAITORS TOO QUICK TO TARGET THE HOUSEWIVES? WHAT DO YOU THINK OF BOB THE DRAG QUEEN’S GAME SO FAR?
At the end of the FBI: Internationalmidseason finale in December, one of the members of the Fly Team was in critical condition in the hospital. Now, another agent is going to be in trouble when the CBS drama returns from its break.
In the January 28 midseason premiere “The Kill Floor,” a member of the Fly Team goes missing as the hunt for Greg Csonka (Beau Knapp) continues in Paris. Plus, Vo’s (Vinessa Vidotto) life hangs in the balance after being shot. The photos show that it’s Raines (Carter Redwood) whom Csonka kidnaps — and taking a close look, Smitty (Eva-Jane Willis) might be just around the corner as it’s happening! But what does Csonka want with Raines?
Csonka was introduced in the Season 4 premiere, and he’s the man responsible for the death of Wes’ (Jesse Lee Soffer) former partner. The midseason finale featured his trial, which went sideways, from Wes’ actions during an earlier case questioned when his friend Tyler (Jay Hayden) — who’s temporarily assigned to the Fly Team — took the stand to Wes himself testifying and being baited into what Csonka’s lawyer calls a threat. Though the team did manage to get the evidence needed to put Csonka in prison for 30 years, during transport, he escaped. When Wes and Vo followed, she was shot from behind. By the time she got to the hospital, she’d lost a lot of blood. And by the end of the episode, she’d gone into surgery (the bullet fractured her collar bone and hit the subclavian vein and they needed to do a vein graft without doing additional damage) and was in shock. “It doesn’t look good,” Raines reported to the others.
It was at that point that Wes became determined to do whatever he needed to in order to stop Csonka, and Tyler was right there with him. “When we [find Csonka], we’re taking our badges off,” Wes said. We’ll have to see just how far he’s willing to go — especially now that Csonka’s taken Raines.
Check out the photos from “The Kill Floor” below, then head to the comments section with your predictions for the CBS drama’s return.
FBI: International, Midseason Premiere, Tuesday, January 28, 9/8c, CBS
Opinions expressed by Entrepreneur contributors are their own.
A couple of months ago, I visited a well-known establishment in Miami for dinner. Even though it was a regular weeknight — not nearly as busy as a weekend rush — I noticed one of the staff members seemed completely overwhelmed. The table next to me was making endless demands, and the employee was visibly stressed, trying to accommodate them all. Watching this unfold, I couldn’t help but think: “Is this really how businesses should operate?” The idea that one customer could disrupt an entire team’s performance didn’t sit right with me.
The phrase “the customer is always right” has been a cornerstone of business for decades. This culture of prioritizing customer satisfaction has spilled into every industry. It’s a principle reinforced by review platforms like Yelp and Trustpilot, where reputation directly influences revenue. At OysterLink, we feel this pressure too, constantly working to stand out in a competitive market.
But as entrepreneurs, we have to ask: At what cost? In doing so, have businesses overlooked something far more important? It’s time for a shift — from rigid service norms to a relationship-driven model, where the connection between employees, customers and leadership is valued more than blind compliance.
There’s endless focus on keeping customers happy, but little attention is paid to how this impacts employees. The relentless push to please clients often leads to burnout and low morale. If chasing perfect reviews comes at the expense of employee morale or long-term stability, it’s time to rethink the approach.
In fact, a recent survey found that over 80% of employees experience burnout from their workload. And a significant part of that workload is centered around meeting customer demands. When employees are burned out, they’re less likely to deliver high-quality service.
This creates a vicious cycle. Unreasonable customer expectations lead to stressed employees, which in turn impacts overall service quality. Errors become more frequent, delays grow longer and other customers are left dissatisfied.
Over time, this cycle can drive high turnover rates — a costly problem for any business. Replacing a single employee can cost up to twice their annual salary, factoring in recruitment, hiring and training expenses. While businesses may secure short-term customer satisfaction, they often pay a long-term price.
The benefits of building relationship-centric service
What if businesses shifted their focus from appeasing every customer demand to building genuine relationships? When customers feel valued as part of a community, they’re more likely to return and less likely to make unreasonable demands.
Achieving this requires empowering employees to connect with customers on a personal level. This could mean remembering names, preferences, or special requests for regular patrons. More importantly, it means giving employees the flexibility to resolve issues with empathy and understanding, rather than rigidly adhering to outdated principles.
Every customer situation is unique. Often, customers simply want to feel heard rather than be offered a generic solution. By equipping employees with the tools and training to exercise good judgment, businesses can foster a more positive environment for both staff and customers.
A thriving work environment doesn’t just benefit employees — it also attracts the right talent and helps retain them. Happy employees are the foundation of happy customers, creating a cycle of positivity that drives business success.
Companies that embrace a relationship-centric approach show how prioritizing employee satisfaction leads to exceptional service and customer loyalty.
With the motto “We are ladies and gentlemen serving ladies and gentlemen,” The Ritz-Carlton emphasizes mutual respect between staff and guests. Employees are empowered to go above and beyond to resolve issues and create memorable experiences. For example, a Ritz-Carlton employee once flew across the country to return a guest’s lost laptop — a small act that cemented the brand’s reputation for excellence. This commitment to relationships fosters unwavering customer loyalty.
Chewy, known for its exceptional customer service, demonstrated extraordinary empathy in a situation that involved a grieving customer. After the customer’s pet passed away shortly after purchasing a large order of pet food, Chewy’s team went beyond a typical refund. They not only provided a full refund but also sent a heartfelt condolence card and a bouquet of flowers to express their sympathy. This personal gesture wasn’t a scripted response — it was the result of a company culture where employees are trusted and encouraged to act with empathy. This story shows how allowing employees to be human fosters powerful, meaningful customer experiences.
Embrace change: Prioritize authentic connections
It’s time for business leaders to rethink outdated norms and embrace change. Building genuine connections — among employees, customers and leadership — isn’t just a “nice-to-have.” It’s a necessity for long-term success.
At Oysterlink, we decided to focus on building a community and providing practical support like career advice, industry leader interviews and paycheck calculators, while also partnering with employers for giveaways like free consultations. This relationship-centric approach has already boosted customer loyalty. For example, candidates engage with our resources even after finding a job. As a result, we’ve seen higher retention rates and positive feedback.
The benefits are clear: a happier team, more satisfied customers and a stronger business overall. After all, the best relationships — whether in business or life — are built on mutual respect, not one-sided demands. By adopting this mindset, businesses can create a more balanced and rewarding future for everyone involved.
WASHINGTON (Reuters) – President-elect Donald Trump’s Republican allies in the U.S. House of Representatives are trying to build support for a bill on authorizing talks for the purchase of Greenland, according to a copy of the bill circulated for co-sponsors on Monday.
The bill is called “Make Greenland Great Again Act,” the offices of Republican U.S. representatives Andy Ogles, who is leading the bill, and Diana Harshbarger said. The copy of the draft was reported earlier by Fox News Digital and had 10 co-sponsors as of Monday morning.
WHY IT’S IMPORTANT
Trump says he wants to make Greenland a part of the United States and does not rule out using military or economic power to persuade Denmark to hand it over. Republicans won a narrow majority in the House and Senate in the Nov. 5 U.S. elections.
KEY QUOTES
The bill, if passed, will allow the president to enter into negotiations with Denmark on Jan. 20, when Trump takes office.
“Congress hereby authorizes the President, beginning at 12:01 p.m. Eastern Standard Time on January 20, 2025, to seek to enter into negotiations with the Kingdom (TADAWUL:) of Denmark to secure the acquisition of Greenland by the United States,” the bill’s draft says.
“Not later than 5 calendar days after reaching an agreement with the Kingdom of Denmark relating to the acquisition of Greenland by the United States, the President shall transmit to the appropriate congressional committees the agreement, including all related materials and annexes,” it adds.
CONTEXT
Greenland has been controlled by Denmark for centuries, previously as a colony and now as a semi-sovereign territory under the Danish realm. It is subject to the Danish constitution, meaning any change to its legal status would require a constitutional amendment.
Prime Minister Mute Egede, who has stepped up a push for independence, has repeatedly said the island is not for sale and that it is up to its people to decide their future.
