“If you’re always trying to be normal, you will never know how amazing you can be.” –Dr. Maya Angelou It is so rewarding to coach clients who want to be amazing and who dare to rise! They are fully aware of their current reality of operating in the normal status quo and are now ready to…
Dear Madeleine, I lead a business unit in a global services company. Our sector is highly competitive and it is “go go go” all day, every day. Our company recently instituted an internal survey designed to measure employee experience and asked business units and departments to give feedback on each other. Our business unit got…
“If you don’t take care of your customers, someone else will,” explain Kathy Cuff and Vicki Halsey, co-creators with Ken Blanchard of The Ken Blanchard Companies new Legendary Service® program. A new infographic just published by The Ken Blanchard Companies identifies that poor customer service costs organizations in excess of $300 billion dollars annually. Statistics…
The Ken Blanchard Companies Ignite newsletter is a must-read for leadership, learning, and talent development professionals.The just published April issue explores how to create a culture of service in your organization. Highlights include Take an Inside-Out Approach to Improving Customer Service Scores Customer service expert Kathy Cuff believes that organizations need to take a look at how their…
Dear Madeleine, I have a wonderful team. They are all very different, with different strengths and skill sets, which I think makes us well rounded. They lean on each other when they need to problem solve. My problem is that my boss seems to have it in for one my people—let’s call her “B”. We…
How do you decide when to take on a new task or a new job? Could we thrive with a little bit more intentional thought? According to best-selling business author Dan Pink, there is a large and growing amount of research that gives clear guidance on how to get systematically better and smarter about making…
Many events can trigger a customer service audit, says Kathy Cuff, co-creator of The Ken Blanchard Companies new Legendary Service training program. “One of the times companies need to review the quality of their customer service is when they are trying to create a culture of service across the entire organization. That could be because…
Dear Madeleine, I am a team lead (the youngest, thank you very much) in a fast and fun Silicon Valley startup. Everything was fine until I was made a lead. The problem: I am just too smart. I know that sounds terrible, but it is true. I actually have an IQ of about 170, and…
Want to improve customer service? Three learning and development techniques can help. In a recent video interview about the release of The Ken Blanchard Companies new Legendary Service program, co-creator Dr. Vicki Halsey shares how vision, learning, and self-reflection can be used to improve service. An Inclusive Service Vision “You need a service vision as…
Not everyone benefits from being coached. It is not a one-size-fits-all methodology—you need to have the right mindset. Here are six warning signs that working with a coach might not be right for you. If you believe others control your future If you hate to learn new things—especially about yourself If you believe you have…
Dear Madeleine, I am the business unit CEO of a global consumer goods company. My CFO—let’s call him AG—is literally a genius; one of the smartest people I have ever worked with. I brought him with me from my previous company because he is good with numbers and he thinks strategically. He stays on top…
In a recent video interview, Kathy Cuff, co-creator of The Ken Blanchard Companies’ new Legendary Service program, identifies three ways senior leaders can help create a culture of service in their organization. See service as everyone’s job Cuff recommends that organizational leaders begin by expanding responsibility for customer service to everyone in the organization—not limiting…
