By Scott on 31 August 2009
I made a simple free-standing shelf for my basement this weekend. That in itself is a feat. I am not mechanically or construction minded. My projects usually take 2-3 times as long as they should, more trips to the local hardware or lumber store than expected, and the product almost never turns out like the [...]
Posted in People, Performance | Tagged customer service, job performance, Performance
By Scott on 10 March 2009
The economy continues to be challenging. Fewer sales, less revenue, and more layoffs. Here are a couple of thoughts: Are your current employees sabotaging your success? Are your people focused on the right things that will lead to success in this time? Here’s an interesting snippet of a commentary from Bob Seldon, the MD of [...]
Posted in People | Tagged business, customer loyalty, customer service, employee satisfaction, employee survey, leadership
By Scott on 26 February 2009
“Twice today I heard a similar comment regarding rules and scripts. It must have been one of those “serendipitous” days. Personally, I’ve always been challenged to follow the rules – not the ones like “don’t steal” or “don’t kill” – and I’ve always hated scripts. I’m sure what I’m going to say will make many [...]
Posted in Performance, Workforce Design | Tagged business, business principles, customer loyalty, customer satisfaction, customer service, productivity, scripts
By Scott on 2 January 2009
I think too often in [tag]business[/tag] we get caught up in the focus of “running the business” that we forget to “run the organization.” It seems to me leaders have three ‘personas’ they need to manage: Shareholder / Customer Relations – the externally visible person who clearly defines and explains the value and [tag]performance[/tag] of [...]
Posted in People | Tagged business, customer service, employee satisfaction, Performance, performance management
By Scott on 31 December 2008
I was looking at Gallup.com’s “Year in Review” this morning and saw their note on “A Low-Quality Job Makes a Tough Economy Tougher.” “In the first 26 weeks of 2008, the average weekly well-being of those in high-quality jobs has been substantially higher than those in low-quality jobs. In the average week this year, more [...]
Posted in People | Tagged attendance, business, customer satisfaction, customer service, gallup, high-quality jobs, productivity, retention, safety, work environment, workplace culture
By Scott on 23 December 2008
I think I have seen a situation like this every year. FoxNews reported today “Florida Woman Claims She Was Fired for Refusing to Say ‘Happy Holidays’“. According to the story, the woman says she was told to wish callers “[tag]Happy Holidays[/tag].” She refused on the basis of religious belief, requesting an accommodation to say “Merry [...]
Posted in People | Tagged Christmas, customer service, Hanukkah, holidays
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