Three Resolutions for Better Performance in 2011

Since New Year’s is a time for reflection and goal setting –– two of my favorite things to do—I thought I’d share my plans to improve as a leader in 2011. Few people make resolutions that become real habits. Most diets and exercise plans won’t last through 2011, but can we create lasting leadership habits? … Continue reading Three Resolutions for Better Performance in 2011

The Dark Side of Email

Email, text messaging, and social media messaging are some of the greatest technological innovations of our time.  But there is a dark side to these communication tools.  One that destroys time and creates trouble for the unscrupulous user.  Here are some of my tips to keep the dark side of professional communication at bay. Time: Set aside … Continue reading The Dark Side of Email

Internal Customer Service

When you are a customer, how do you judge customer service?  Quality.  Value.  Speed.  Help with resolving your problems.  I like to think of associates as customers of the management team.  How would your direct reports rate your management "product"? Quality Training that helps the associate make meaningful progress. Feedback and coaching that lets them … Continue reading Internal Customer Service

Five Free Ways to Boost Associate Morale

You cannot have happy customers without happy associates.The real value in a company is created at the interface between the associate and the customer.  Here are some best practices for creating and keeping happy associates. Listen The best way to learn what is on the minds of the associates is to listen to them. I … Continue reading Five Free Ways to Boost Associate Morale