The-Art-of-Guiding-Expectations

The Art of Guiding Expectations

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,…

Setting-Company-Culture-means-Understanding-Employee-Motivation

Setting Company Culture means Understanding Employee Motivation

People in the business community love their clichés. “There’s no ‘I’ in team,” “work smarter, not harder,” and my personal favorite, “think outside the box”. Ugh. When it comes to describing a workplace culture, clichés are abundant here as well. With our open-door policies and expectations of giving 150% (how is this even possible?). These general statements…

Hiding-in-Plain-Sight

Hiding in Plain Sight

Have you ever worked for a manager who was extra fussy about policies, procedures and doing things in a very specific way? One of the exercises in our Front Line Leadership program involves having participants act out different leadership styles to see how they impact results and employee satisfaction. One of the styles is called…