The Difference Between Whining and Telling Necessary Truths
No executive wants to deal with “Vic the Victim” or “Negative Ned”. And no employee really wants to be the perpetual bearer of bad tidings. But the truth, although often inconvenient, is actually a crucial... Continue reading
5 Ingredients for a Successful Problem-Solving Recipe
Some business problems are so straightforward they can be solved by the right research; once the facts are available, there’s almost no discussion necessary. When a business problem is complicated and thorny, though, the way... Continue readingHow Customer Service Can Neglect Customer Care
When it comes to customer experience, the height of efficiency can take you to a low of satisfaction. Here are two recent personal observations: the first from a small, local eatery during the recent, challenging... Continue reading
4 More Things to Do to Be a Better Leader
Whether you’re an experienced leader, an emerging leader, or a developer of leaders, you’re always looking for ways to help employees do better and feel better at work. Last week’s post covered four priority areas... Continue reading
4 Things to Do to Be a Better Leader
A number of readers have written to ask how they can make real progress in those areas of leadership where they don’t feel strong enough, particularly if they don’t have personal access to a consultant,... Continue reading
It’s Risky If Your Managers are Trying to Be Heroes
From time to time, every organization has to face tough challenges. They can be market-imposed, like a new regulation that changes the way you need to operate; self-imposed, like a fixed ship date for a... Continue reading
How to Help a New Team Leader Be Successful
What does it take to succeed as a new team leader, particularly in an environment where not every requirement or metric is clearly laid out? This question comes up over and over, and I’ve been... Continue reading
This Is How Service Efficiency Wins Out Over Customer Comfort
Efficiency and comfort can sometimes be at odds. This divergence is often exacerbated by new technology, particularly in the service industry. Combine the drive for efficiency with technology and customers’ feelings about service providers --... Continue reading