Some ideas come and go while others have real staying power. One of my favorite business writers, Gary Hamel, compares the odds of developing a lasting innovation to the survival rates we see in nature. […]
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 […]
My Favorite Interview Questions
To me, hiring and developing an effective team is the most important part of a manager’s job. Here are my five all time favorite interview questions: 1. If you could land a dream job, what […]
The Costs of Turnover
High turnover is like having a tapeworm. No matter how many new people the organization hires, they never grow. Here are a few of the less obvious costs: Training costs Think about the amount of […]
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. […]