The term customer satisfaction is used often. But do you really want to just satisfy your customers? It’s true, satisfied customers are often repeat customers, but thrilled customers are also repeat customers; except they bring their friends with them next time. While it may be your employees who are delivering the service, it is you, ...
May
13th
2013
Conflict is a natural part of life and can’t always be avoided. Sometime conflict has positive outcomes, other times conflict has negative outcomes. When it comes to conflict, a lot depends on your attitude. An unwillingness to resolve conflict creates tension, frustration, worry, anxiety and usually, a lack of positive, constructive communication. But what is ...
Apr
29th
2013
Although I’ve been blessed with loving parents and a loving family, I have a friend who has a relationship with his parents and siblings that could be termed toxic. In fact, I would describe his parents and siblings as mean and abusive. If they were his employees rather than his family members, the easy solution ...
Apr
23rd
2013
When I first wrote this article over one week ago, I opened with examples of adversity that leaders and teams may have to face at work: a valuable team member leaving, a customer not renewing their contract, or something negative being published online about your company. Since last Monday, these challenges seem to pale in ...
Apr
22nd
2013
Throughout my years as an executive coach, I’ve learned that scoring low in the area of fairness on a 360 Leadership Development Assessment prompts the same response from just about every leader: disagreement, and/or astonishment. Some of this may stem from the fact that leaders feel that their core values have been attacked when others ...
Apr
15th
2013
My father used to tell me a great story about a disgruntled construction worker. Every day at noon, the construction worker would sit down, open up his lunch box, pick up his sandwich, take a bite, and then blurt out, “Oh crap, not bologna again.” One Friday, one of the other construction workers finally said ...
Apr
8th
2013
In the 90’s, customers demanded to know where your products were made to ensure they weren’t supporting a company that used sweatshops. In the early 2000’s, customers wanted to know how and with what your products were made to ensure they weren’t supporting an environmentally irresponsible company. Today, customers want to know how your employees ...
Mar
26th
2013
Learning, unlearning, and relearning are important tactics to apply when faced with a major change. Depending upon how familiar you are with our work, you may know that we have three different ways of describing how people adapt to change. First, there are people that fight all change, whether it be organizational, societal and so ...
Mar
18th
2013
Michael Jordan, maybe the greatest basketball player of all time, was cut from his varsity team at Laney High School in Wilmington NC. In the NBA, Jordan went on to miss more than 9,000 shots and lost over 300 games. Twenty-six times he was entrusted to take the last shot and win the game…but missed. ...
Mar
4th
2013
When we work with leaders, we love to ask them, “How much can an employee steal from your organization before they get fired?” Almost always the leaders quickly respond by stating, “If an employee steals, they’re immediately fired.”
Feb
25th
2013
