It is good to be efficient, yes. It is also good to be comprehensive. Sometimes, however, those two things don’t work well together. Since starting this business, most of my work helping groups has been through 4-8 hour workshops. There … Read More
T=r+d …where T is “trust,” r is “reliability,” and d is “delight.” I attended EntreFest 2011, and one of the best sessions I attended was
In light of the earlier posts regarding generational differences, this article adds nicely to those thoughts: Why Gen Y-ers are Better at Customer Service : The World :: American Express OPEN Forum.
Sometimes it’s skill, sometimes marketing, sometimes bad staff, but usually it’s the management. That’s part of the awesomeness of the show; that look on the leader’s face when they realize this:
“Hey, I really wanted this person to come in and fix the place and the staff, but they’re saying I’m the problem. Oh no!”
If you’re a fan of Undercover Boss, try Tabatha’s Salon Takeover. It rocks. And it’s full of real stuff for leaders.
Dig the little things. The best leaders, businesses, organizations, churches, workers realize this.
My dentist has a cool aquarium in the waiting room, with fish that he periodically rotates from his collection. I only stay at the Savery Hotel once per year, but Ross in sales knows what room I like. I bet you have examples, too.
It all comes back to the basics of leadership: meet needs, build relationships, and provide meaning. No one, of any generation, really enjoys, say, “vacuuming to the corners.” But we can all be led to play a role in “comforting weary travelers by providing the cleanest hotel room they’ve ever seen.”
Thought evolves, the world changes, and research keeps on happening.
Are you going to “stick with what works” or “change with the times”? Neither solution is right all the time, of course, so how do you decide?
Stay well-read, and keep thinking, and talking, and networking, and make up your own mind.
I am super busy this week, and confess to taking the easy way out on a weekly blog. This is a quick read, with big pictures! 14 Management Dos And Donts To Motivate Employees. Tomorrow morning, I get to have … Read More