This post is to all of the leaders and senior executives… If you think your phones are handled well based on what you hear walking through the lobby, you better think again. Try having one of your friends call your
Read more →This is an article you really need to read, especially if you are or ever want to be a manager or leader. How to Deal With Problem Employees: Fire Them!
Read more →Take two minutes to read this article that references a recent American Express survey on customer service. We’ve been talking for years about the impact of remarkable service, word of mouth marketing and how the service at many companies is
Read more →Here are five of the most common mistakes we see managers make. These mistakes hurt team and organization performance, team unity and limit the positive impact of each employee and manager to the bottom line of the company. These mistakes
Read more →We ran across a great article yesterday titled “Are Your Friends at Work Holding You Back?”. Take a couple of minutes to read it. It’s all about your internal network. We talk quite a bit about networking and building advocates
Read more →I was told of a situation this week that recently occurred at a doctor’s office. What made the situation interesting is that I know all the people involved. Here’s what happened… A person needed to set up an appointment to
Read more →We often assume customers are price-sensitive when 85% of them are not. Sadly, we’ve trained many of those 85% to be price-sensitive by being too quick to negotiate rates, by offering less than remarkable service and by not building relationships.
Read more →I like the story Nolan tells of a bank teller that said she gets all the crazy customers at her window. You know the ones… the mean customer, the unforgiving customer, the over-demanding customer, etc. In typical Nolan fashion he
Read more →An interesting survey from Career Builder found that 1 in 4 new managers say they are unprepared to do their job. 58% said they have received no management training. We also know that over 90% receive no ongoing management coaching.
Read more →Advice for the day… don’t use this phrase any longer. And if you don’t say it, we know you hear it fairly often just like we do. Here’s the reality, we’re all busy, it’s just that some people manage their
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