Last weekend, my mom and I went shopping for her upcoming cruise. We went to lots of stores and encountered many levels of service providers. From the very cranky at being alive to the “I live to serve” type—we got ‘em all. But a young woman in the shoe department at Macy’s stood out from…
Last week I had the privilege of staying at the Hyatt in Denver for the ASTD International Convention. I was a bit tired upon arrival as I had just flown in from a speech in Edmonton, Canada. My first realization that this was not a “business as usual” situation was encountering Troy at the front…
The 2011 American Express Global Customer Service Barometer reports that 60 percent of U.S. consumer respondents believe that businesses have not increased their focus on providing good customer service. Even more surprising, 26 percent think companies are actually paying less attention to service. Wow—now is your chance to be the one who CAREs about service! …
This is the season for joy, love, and kindness—yet it seems like a holiday miracle when you get any joy, love, and kindness as you are out shopping for holiday gifts. I was at a huge warehouse store last week. It was a bit wild. There were rabid sample-seekers, last minute bargain hunters, multitudes of…
In a recent webinar on 6 Keys to Creating Learning Experiences that Inspire and Engage, 76% of participants said that in their opinion, at least 60% of a person’s success on the job can be attributed to their ability to learn job specific skills. Yet only 9% identified that any company they had ever worked…
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). Dr. Vicki Halsey, author of Brilliance By Design will be discussing learning and application strategies for leaders in a special presentation on 6 Keys to Creating Learning Experiences that Inspire and Engage. The…
As a young college professor, best-selling business author Ken Blanchard constantly found himself in front of disapproving faculty boards. The reason? His insistence on giving out the final exam to each of his students on the first day of the class he was teaching. As soon as they found out, the board would call Blanchard…
A lot of leaders are disappointed these days. Even though they work hard to provide clear direction to their people, when they check in on progress at the end of the month, they often find that little has changed. The problem, according to Dr. Vicki Halsey of The Ken Blanchard Companies is that leaders confuse…
Close your eyes for a moment. Place yourself in a traditional learning situation. What’s happening? The teacher is at the front of the room, right? Who is doing the talking? The teacher, right? Who is standing, moving around the room? Who is engaged with the ideas and the information? Whose voice do you hear most…