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How to Stop Micromanaging and Motivate People to Top Performance
Removing Obstacles to Success
July 15, 5:27 pm
While standing in line at the bank today, I listened as an elderly gentleman shared an incredible story of HORRIFIC customer service.
Seems he got a telemarketing phone call offering him life insurance. According to the gentleman, the telephone solicitor went on for ten minutes, explaining how she could save him money on his […]
June 1, 1:46 pm
As much as I prefer the federal government stay out of dinking with private business policies, I’m glad to see them doing more for people who get bumped off of flights for which they hold a legitimate ticket (See the article Bumped Airline Passengers to Get Bigger Bucks).
I fly a lot, and thankfully, I’ve […]
May 28, 10:35 am
Just because you like widgets doesn’t mean everyone else will. This is the lesson being learned in Japan, The Wall Street Journal article Japan’s iPad Frenzy Signals a Sea of Change points out how the country’s technical, feature-rich products aren’t so popular outside of Japan. The article also points out how the majority of consumers […]
April 29, 9:54 am
When I got to the office today, I noticed that I’d missed a phone call. The caller ID displayed “Park Ridge, Illinois,” and because my mother was born in Park Ridge, I “Googled” the number.
Turns out the number was from George S. May International. That made me remember a former associate (whom I […]
March 10, 8:35 am
If you’ve not studied Emotional Intelligence you should. Two reasons — First, the overwhelming difference between top performers and average performers is higher levels of Emotional Intelligence. Second, Emotional Intelligence is totally learnable.
What follows are 10 essential understandings about relationship management that ought to be common sense. However, after 20+ years of working with […]
March 2, 7:02 am
When service providers fail, the cost can be a life. Such was the case in Pittsburgh, PA in early February, when Curtis Mitchell died while waiting three days for a 911 response during a winter storm.
During my recent trip overseas I realized the need for companies to get some fresh eyes and re-examine […]
March 1, 5:23 pm
During my 3.5 weeks overseas in February, I saw customer service with fresh eyes. When one is in a foreign culture for that amount of time it’s a lot easier to notice the nuances of customer service … or the lack thereof.
Being in fresh environs is different than being in and around your […]
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