Customer Service Success Secrets
How to survive the dreaded business seasonality
The problem with employee rewards
Have you ever witnessed the process of removing a more than 20 year old palm tree? It is an impressive undertaking! This morning as I was driving to a client, I passed a garden where three guys were trying to chop up a recently removed palm tree’s trunk with a diameter of more than a meter, but with shovels. It was not surprising to me that on my way back, much later the same day, I found them still at it. My logic screamed that this was a job better suited for a chain saw, but here three people were struggling (inefficiently and ineffectively) with the tools they had available to them. We see this way too often in businesses! Sometimes it is not only the availability of the right tool that is the problem, but the fact that we have neglected to train the user properly in the effective application of their tools, equipment and / or software.
5 Steps to Take Your Meeting from Futile to Phenomenal
In one of the sessions during our Leadership development program, a participant asked me “How do you know when you are ready for management?” A very interesting discussion ensued which I have attempted to summarize below.
Being a successful manager is very challenging because the majority of your results are not dependent on you. You are dependent on the members of your team to give their best. You cannot do everything yourself, so you need to learn how to delegate and co-ordinate activities. You need to learn how to enable the team around you to deliver. Management is definitely not for everyone. It is difficult when everyone looks to you for answers, because you will not always have them.
Before you plunge right into management, it is important to be clear on what would be expected of you (other than your normal job description).
Communicating When Times are Tough
Increasingly challenging market circumstances are forcing more and more businesses to either adapt or become extinct. Whether you have chosen to pursue Business Process Improvement, Business Process Re-engineering, Continuous Improvement, automation (or whatever label you prefer) to ensure your long term sustainability, they all have one critical success factor in common: change.
There are many books that have been written on the topic of change management. It can be considered a field of speciality on its own. The problem is that the frequency of change that is required in organizations today, no longer leaves you with a single defined change management project. The successful organizations of the future are developing cultures wherein their employees are able to deal with continuous change – effectively and permanently. In fact this is not much different than expecting them to be able to cope with life. What we need to start doing, as organizations of the future, is to teach people the life skill of coping better with change.
Are You Driving Your Customers Away?
Reward and recognition is essentially about showing someone that you do not take them for granted. Is dealing with your company an experience of pleasure and delight or frustration and irritation for your customers? Do they feel special and valued doing business with you? We are operating in a global market place with competition everywhere. Approaching customer service with a reward and recognition mind-set can be an important part of your competitive advantage.