How would your direct reports rate you as a leader?

Are you familiar with “secret shoppers?” Organizations ask people to secretly “shop” their establishment, pretending to be customers, and report back the good, the bad, and the ugly.  Wouldn’t that be fun to do? What would happen if your direct reports “secretly shopped” you as a leader?  What would they report back?  Here’s an exercise…

“Be the change” you want to see in your customer service people: 5 ways to get started

In a recent Legendary Service course, one of my participants—we’ll call him Chad—wondered aloud if leaders ever adhered to the same standards they continually ask of their service providers. When asked for an example of what he meant by this, he said, “Well … we are asked to acknowledge the customer, get details about the…

Ready to grow and innovate? Begin by driving out fear and apathy—3 ways to get started

People are stuck in place, not particularly happy with the way things are, but staying put because they don’t have any better options. It’s a “quit and stay” mentality that has been hard for leaders to address. The tools they’ve used in the past to motivate performance—pay raises, promotions, etc.—are no longer available. Instead of…

One time you shouldn’t treat co-workers like family

One of the most overlooked gaps in well-meaning organizations is recognizing the need to treat internal customers even BETTER than external customers—at least initially.  Within an organization, it’s easy to fall into the trap of thinking of your fellow employee as your family that you can treat however you want because “they have to love…

Why people don’t change—even for a million dollars!

The average organization is losing an amount equal to $1 million dollars each year that better leadership practices could prevent according to recent white paper from The Ken Blanchard Companies.   So why isn’t there a greater sense of urgency to change things?  Of course, it’s different in different organizations, but here is one of the…

What’s Your Praise/Criticism Ratio?

Over the past 30 years, renowned marriage counselor John Gottman has been able to predict with 90% accuracy which newlyweds he works with will stay married versus getting divorced after watching just 15 minutes of their interactions on videotape.  The key factor that Gottman looks for is the ratio of positive to negative reinforcement that…

On-Boarding: How to Shorten Ramp-up Times for Employees

Join The Ken Blanchard Companies for a complimentary webinar and online chat beginning today at 9:00 a.m. Pacific Time (12:00 noon Eastern). Madeleine Homan-Blanchard, coauthor of Coaching in Organizations and Leading at a Higher Level will be discussing three strategies for getting people off to a fast start in a new role in a special presentation of On-Boarding:…