Have you ever gotten into an argument that frustrated you so greatly that you shouted something aggressive and later regretted it? It’s always disconcerting when you lose control in a certain situation and look back on it afterward. Even witnessing…
Blog Archives
Creating Opportunities to Deliver Value
We talk a lot about delivering value at our organization, and we do a great job of putting that into practice. However, there is a step that occurs beforehand that allows us to even get to that point: creating those…
Tagged with: alignment, conversation, integrity, opportunity, responsibility, trust, value
Posted in Articles
Posted in Articles
Merging Technical and Personal Performance to Create Stellar Customer Relationships
Creating a loyal client relationship requires great personal performance and great technical performance. Customers actually sometimes care less about what they ask for than about how they are treated. We can never achieve a high level of customer loyalty without…
Tagged with: customer service, featured, headline, integrity, language, performance, responsibillity, trust
Posted in Articles
Posted in Articles
The Values Conversation
The values conversation is the second of three critical conversations for supervisors to have with team members and prospective hires. At ITX, we are implementing these conversations across the board, with all of our team members, in order to align…
Tagged with: alignment, commitment, communication, conversation, goals, integrity, language, performance, responsibility, training, trust, value
Posted in Articles
Posted in Articles
Rating Your Team Based on What Really Matters:
Values and Critical Behaviors by Ralph Dandrea, Frederick Beer, Jonathan Coupal, Sean Flaherty and Hernan Chiosso Determining a team member’s efficacy can be a daunting task. Traditionally, managers have relied upon their memories of recent events to critique performance during…
Tagged with: alignment, conversation, goals, integrity, language, opportunity, performance, value
Posted in Articles
Posted in Articles
Introduction to Spectacular Service
A 7-Part Recipe to Move Clients from Anxiety to Joy When clients complain – in any industry, whether it’s service or product based, and whether it’s an internal client or an external client — our first instinct is to try…
Tagged with: anxiety, commitment, communication, conversation, customer service, integrity, opportunity, performance, responsibility, trust, value
Posted in Articles
Posted in Articles
The Commitment Conversation
The commitment conversation is the first of three critical conversations for supervisors to have with team members and prospective hires. It is intended to give supervisors the benefit of knowing the commitment level of each team member at any given…
Tagged with: anxiety, commitment, communication, conversation, goals, integrity, opportunity, performance, responsibility, trust, value
Posted in Articles
Posted in Articles
Emotional Cost
“It’s not all about you.” How many times have we heard this said by someone who needed us to focus on them? And how many times have we superficially agreed … but didn’t really do it? Emotional cost is the…
Principles of Integrity
The ITX Principles of Integrity provide examples of how we make, change, and keep promises. They do not cover every situation, so it is up to the you to use common sense about how to stay in integrity. Integrity: Honoring…
Hunters, Farmers & Self-Deceivers
In the business world, there are two main types of salespeople: Hunters and Farmers. Hunters go out and find new customers, and Farmers maintain existing customer accounts. However, there is a third type of salesperson, one that no one ever…