Customer Service Has To Be Everyone’s Business

Any single person in your company can make a positive or negative impression on a customer. And today, thanks to social media, that one impression can be multiplied, exponentially, within hours. “Think of Yelp or TripAdvisor,” says Kathy Cuff, coauthor of Legendary Service: The Key Is to Care. “You can go online and read hundreds…

Do You Barely Exist As A Leader?

“A leader is best when people barely know he exists, when his work is done, his aim fulfilled, they will say: we did it ourselves.” —Lao Tzu Done well, performance management is a partnership where managers and direct reports work together to set goals, work through challenges, and celebrate accomplishments.  A leader provides increased direction…

Where Does Your Industry Rank for Service? 5 Ways Your Company Can Improve

Each year the American Customer Satisfaction Index compiles the results of 70,000 random customer interviews to identify customer satisfaction in 43 industries and 10 economic sectors. The top industries for service: Televisions & Video Players (score 86), Credit Unions (score 85), Internet Retail, Internet Brokerage, Full-Service Restaurants, Automobiles & Light Vehicles, Personal Care & Cleaning Products, and Soft…

Your Success as a Leader Depends on This One Thing

Leadership is a complex endeavor, but it doesn’t have to be complicated. We tend to make things more complicated than they need to be and that’s definitely true in the field of leadership. To prove my point, go to Amazon.com and search their book listings for the word “leadership” and see how many returns you…

Have You Become A “Horton The Elephant” Manager?

In Dr. Seuss’s Horton Hatches the Egg, we meet Horton the Elephant, who agrees out of the kindness of his heart to sit on Mayzie the lazy bird’s egg while she takes what she calls a “short break.” Her break turns out to be a permanent relocation to sunnier climes while Horton sits on the…

4 Principles for Using Your Leadership Power

Power accompanies leadership. No matter how lofty or humble your title, whether you manage 3 people or 3,000, regardless if you lead a girl scout troop or you’re the CEO of a multi-million dollar company, you will be faced with choices on how to use your power. And the way you wield your leadership power…