Tag: competence
2 More Ways to Make Service Feel Less Sorry
To improve the service experience for both customers and reps, start by targeting the key elements of service infrastructure that consistently create negative outcomes. After that, there are some deeply human aspects of service that... Continue reading
How to Cope with Permanently Unsuccessful Employees
We’ve all passed those storefronts where a succession of stores or restaurants open and close quickly and thought, “That’s a doomed location.” Some employees seem to take on this kind of role in an organization.... Continue reading
How a Lack of Feedback Can Undermine Job Security
A seasoned executive was venting to me about her dissatisfaction with the work of a longtime employee. Over time, the employee seems to have succumbed to a combination of habitual carelessness and general lack of... Continue reading
3 Stories: “Just Get It Done” Damages Performance
It’s not enough to announce to your staff, “Just get it done!” Because either they will or they won’t. If a manager communicates performance feedback without a real understanding of how the job gets done... Continue reading
Do You Struggle with an Employee Who Can, But Won’t?
What if you’ve got a functionally competent employee whose performance is just not up to snuff? Perhaps most areas of her work are fine, and a few are outstanding, one or two crucial aspects are... Continue reading
You Can Coach Your Boss: 3 Powerful Uses of the Platinum Rule
“Can you give advice for those with managers who fit these descriptions?” A discerning reader posed that question after reading my last two blogs, How 3 Leaders’ Mistakes Undermined Their Leadership, and How to Use... Continue reading