Blog Archives

Learning to Ride the Animal

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

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Posted in Leadership

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

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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

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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

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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

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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

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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

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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

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Posted in Articles

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

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Posted in Articles

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

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Posted in Articles