Have you ever felt like reaching over and hugging the person behind the counter? Have you felt like reaching over and beating the person up? We all have our good and bad customer service stories. Below are real life examples of a good and a bad customer service encounters. Then the conclusion of what makes a company provide either the good or bad experience to their customers.Read More
A friend of mine resigned from his job to take a new position with another company. Interestingly, his boss immediately counter-offered with a higher salary, approved a special project my friend was pushing for, and promised other improvements. The counter-offer made my friend pause and think for a bit, but it was a little too late. This scenario has happened with a number of people I know and most of them got “upgrade” offers when they resigned.
It always makes me laugh when I hear such stories. I find it silly for a manager to make those upgrades AFTER a resignation instead of before. It just seems backwards to me.
Let me explain my logic using gardening.Read More
Here is a list of common signs you can identify that someone is about to resign. A good manager will be able to read these signs and take action to preempt instead of fighting fires.Read More
Firing someone is one of the most difficult things a manager will do. On the other hand, not firing when you should is one of the biggest mistakes a manager can make. One of the challenges is deciding if its better to drop the axe or give the person another chance. Three Subjects To help us make the decision, lets imagine you have three people on your team. The first, lets call her Diva, is very smart and gets along with most of the team. Her performance charts, however, are like roller coaster ride. She performs great when she feels like it, but she has been “unmotivated” lately and her performance has taken a dive the last few months. Facebook even reported a 1% increase in traffic due to her contribution alone in the past quarter. Next up is Hope. She’s is a hard worker, gets along well with the rest of the team, gladly puts in extra hours to get work done and help the team when...Read More
Managers often complain that no matter what they do their teams always find something to complain about. The interesting, and strange, thing I noticed is that team problems seem to pop-up out of nowhere and they have momentum. A lot of focus is placed on urgent and tangible things (i.e. get the targets), but things that are important are left ignored until they become urgent problems.
Dentists can help us understand this better.Read More
So you hired the right people and you are managing them like a champ. Now you want to take the team to the next level. You want to develop the team to be better than it was the year before. Here are 10 tips to to help you along the way: 1- Curate and Orchestrate: Attract people that compliment each other to achieve great things. How you ask. LinkedIn CEO Jeff Weiner gives five tools (or skills or abilities… whatever rocks your boat): (1) Vision to see what the future will have (2) Product sensibility to devise a solution for customers that works (3) Business acumen to build a business model that works (4) Leadership to communicate the plan and attract the right people (5) Resourcefulness to get things done Take a look at your team, including yourself, to ensure your have these five abilities. Add or train people to fill in missing abilities. Orchestrate your team so each can deliver his/her ability effectively (i.e. unleash people who get stuff done on execution, visionary people...Read More