Don’t Slam People’s Fingers in Your Open Door Policy

Have you ever had a leader or associate mention that if you ever needed them, their door was always open? And it was. But it turned out later, they were never in there. Or, they were in there, but they were always busy, maybe because they were studying spreadsheets or some other stimulating thing. Or,…

3 Ways to Create a Service Mindset in Your Organization—and how one person can make a difference!

Customer Service—it is found in every industry, every company, every person’s job, at every moment. If you don’t deal directly with the external customer, you interact with and serve your internal customers throughout the day. What I love the most is when people get it—when they take pride and ownership in what they do, and…

When a Great Boss Says Goodbye – 5 Ideas to Salvage Support

Perhaps you got your New Manager position with the help of your boss. Perhaps you inherited a supportive boss when you got your job. Maybe your excellent boss arrived after you did. However you came to work with your “best” boss, losing that person rocks your world. When the stars line up perfectly, you have…

Do you have a service friendly culture? 5 questions to ask yourself

Service in the airline industry is kind of a wash in my opinion, but I want to tell you about an exception—Southwest Airlines.  Here’s a recent travel experience that I think speaks volumes about the service focused culture that Southwest has created. The line at curbside check-in was very long and the baggage handler didn’t…

Sometimes, just being there is all that matters–3 ways for leaders to get started

Several years ago, The Ken Blanchard Companies conducted a test on the effectiveness of regular one-on-one meetings between managers and their direct reports to improve perceptions of managerial effectiveness. Managers met with their direct reports every two-weeks to discuss issues that the direct report wanted to discuss.  At the end of six months, surveys were…

Customer Service—it can’t be about THEM until it’s about YOU

There’s a common misconception that customer service is all about the customer. Surprise—it’s not necessarily so. Service is definitely for the customer—internal or external—but it’s about you, the service provider. “What?” you may be asking. “No, it’s about my client.” True … kinda. But it can’t be about them until it’s about you. The service…

Mindfulness at Work—3 ways to get started

Being aware of what is happening to you in the present moment without judgment or immediate reaction.  It sounds so simple.  The noticing and awareness part is one thing—but without judgment or immediate reaction?  This requires practice:  To notice when someone is pushing your button and take it in as information, but to not get…