Every business requires a team working well together in order to reach success. Even if you are a loner in a business with one employee, you still need to work with vendors and customers. But what is essential to teams working well? My son is a lacrosse player and when he first started as a … Continue reading Two Keys to Great Teamwork
“The number one priority of our company is to make money." Thus spoke a middle manager while speaking to a group of his direct reports. I was in attendance and bit my tongue. This is just misguided thinking. Making money should never be the number one priority, if it is, you should buy a printing … Continue reading What’s Your First Priority?
Imagine being a fan of a ball team (football, baseball, basketball, whatever) who loses much more than they win. Their game plan is rarely good and the experience of their fans seems to work in tandem to that. Before you know it, you are no longer a fan. This is one example of what I … Continue reading The Process-Experience Loop
Which attitude do you want your customers to experience? Choice A is Service Focused where employees work with the customers’ best interest in mind, authentically and proactively looking for solutions. Choice B is Self-Focused where employees place the needs of themselves, their department or their boss ahead of the customers’ needs. If you said A, … Continue reading The Cost of the Misaligned Rebel
More and more we read about companies replacing human workers with machines, robots or computers. While this is troubling, it is, alas, part of our evolution it would seem. However, there is one area where it seems humans are needed and cannot be readily replaced and that area is service. Now I know there are … Continue reading Can I Please Speak With a Human?