Surprise is a good thing when followed by the phrase, “Happy birthday!” Otherwise, it’s a negative emotion, and when it happens in a customer-provider relationship, it’s a source of dissatisfaction. Regardless of what you sell or who you serve, your customer’s expectations need to be met for you to succeed (in their eyes). In fact,…
They’re either disengaged or under engaged in their work but they very much intend to stay with their current employer for a long time. This is what a new study by Modern Survey revealed. For government workers, 80% were less than engaged but 60% plan to stay. Not like the private sector, you say? Well,…
The 2008 economic crisis was terrifying times, to say the least. Millions of jobs were lost and many people faced difficulty trying to obtain a new line of work. As a result, many struck out on their own, not by first choice, but really out of necessity. I applaud those individuals who took that route.…
This is a sign that Jeffrey put up in his cubicle at ADP a few years ago to remind himself what his business goals should be – and what he can accomplish through promoting the growth of others. From sales to leadership to operations, the rock stars of business multiply the value of everyone they…
Give whatever you are doing and whoever you are with the gift of your attention. – Jim Rohn Dale Carnegie Training recently released new findings on employee engagement (http://bit.ly/12GBqXI) and the results proved to be quite intriguing. The first and most dramatic finding shows that if an employee is dissatisfied with their immediate supervisor, there…
A Vice President I worked for years ago, reflecting on her rise to the C Suite, stated that she thought it was more stressful to be a middle manager than an executive. The difference, she said, is the senior leader has more autonomy over things than do managers further down in the hierarchy. We know…
“As a speaker, trainer, coach and consultant helping companies and organizations to improve customer and workplace relationships one question I always get is, “What are some ways to deal with complaints?” The word “complaint” is loaded with negative connotations. But in fact, complaining does offer an opportunity to set things right. According to Sandra Crowe,…
When asked, the majority of executives, managers and supervisors agree that they frequently make decisions, answer questions and solve problems that should be handled at one or two levels below them. By handling these problems, decisions and questions at the wrong level, the organization is experiencing a kind of waste. Wasted talent, reduced quality and…
Actors on stage and screen are not genuine. They are fakes. They are playing a part, not themselves. Of course, we expect them to do this and, furthermore, we expect them to do it really well, to convince us that they are the character they are playing. But what about a managers who has to…
A collection of 7 leadership quotes for motivating and inspiring. Please feel free to share the video and embed on your own website. Comment below and let us know what you think.
If the title of this article makes you scratch your head, consider for a few minutes the concept that a strong team with a high degree of trust requires its members to challenge one another. Ian Thomas, a professional speaker from South Africa was using the illustration of a pride of lions and the lessons…
Not every salesperson has a natural gift to quickly bond and develop rapport with prospects. Many try to succeed by ingratiating themselves with frequent contact, entertaining prospects, being responsive, reliable and helpful. However, what if you don’t have the luxury of the preceding and you are faced with a reluctant and guarded prospect who resists…