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…
Confessions of a Craven CEO
In May 2012, I “challenged” my team to cut costs and increase revenue. Actually, I flat-out demanded that they do it. Because of my commitment to my company’s mission, vision, and values, I like to think I can be pretty…
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
The Performance Conversation
The performance conversation is the third of three critical conversations for supervisors to have with team members and prospective hires. The supervisor will first want to ascertain the team members’ commitment to and alignment with the organization’s values via the…
Tagged with: alignment, commitment, communication, conversation, goals, opportunity, performance, training, value
Posted in Articles
Posted in Articles
The Brazil Test
Does it ever occur to you that perhaps fewer people could easily do all of the work that your business requires? Certainly, one indication that the people-to-work ratio is off-kilter is when team members are sitting around waiting for work;…
A Management Compass: Using the Hoshin Star to Rank Priorities
Organizations always have a number of competing priorities, and determining which ones require our immediate attention can be a huge challenge. It’s impossible to tackle every available opportunity and problem in all areas at once, but if we rank our…
Delivering Value in a Service Organization
By Ralph Dandrea, Frederick Beer, Jonathan Coupal and Sean Flaherty Service organizations usually don’t become successful, and stay successful, by accident. More likely, its leaders have recognized what works and have assimilated those factors into its mission, vision and values.…
Tagged with: anxiety, communication, customer service, responsibility, trust, value
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Posted in Articles
Commitment: All or Nothing
People tend to talk about commitment in fractions, as though we can be partially committed to something. But the purpose of making a commitment is to let someone know that he or she can rely upon us to act a…
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
Training Ourselves to Trust
Most people believe that trust is something people have to earn, and that such trust is granted consciously. This article challenges part of that notion. What if the reality is that we trust someone because they’ve done things that our…