Customer Service Week is here. You know I much prefer to call it Customer HAPPINESS Week, because when Customers are happy about doing business with you, they tell friends. Oct 2-6th is set aside to pay special attention to your customers and your customer care efforts. Many companies have been planning their activities and…
DetailsHave you ever gone into a department store, bank, or restaurant and been greeted by someone who was acting polite, but who you knew couldn’t give a rip? It’s a major turnoff for most people. (That’s because it’s a sure sign of insincerity and a lack of caring.) But you and all the…
DetailsSurvey results and a “Time In” for you. Pay attention. pay attention. We pay with our attention. where are you putting your attention these days? I’ve been quiet lately. My ear’s been to the ground. I’ve been reading a lot of different things and gathering lots of information over the last months.…
DetailsGary Hamel, speaking at a big customer conference where we both were presenting said, “In a time of accelerating change we are getting stupider by the moment.” I’ve never forgotten it because I agree. If you’re not getting better you cease being good. I recently attended the WorkHuman conference in AZ. It was my second year…
DetailsAs I do frequently, I recently spoke at a meeting of top execs who are looking to create thriving companies. Once again, (really?) the topic of managing young people today, AKA Millennials, came up, as it’s done for at least a dozen years. I’m still hearing some of the same things now that I heard…
DetailsWhile usually you won’t see me speak in “don’ts” rather than “do’s,” today I’m breaking my own rules to share this list of 10 things you DO NOT want to do to your staff – especially if they happen to be millennials! Don’t point out their weaknesses. It’s not your job to “fix” your…
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