I once worked for a manager who was fond of saying, “Every two weeks, you and the company are even.” What he meant was that every pay period, after you were compensated for your previous two weeks of work, the company didn’t owe you anything. I agree with him. Too
Yesterday I met with Zane, a manager of a fast-casual restaurant. During our conversation, he shared some of the recurring challenges he faces in trying to elevate customer service at his restaurant. One frustration he disclosed was the inability of his staff (with the exception of one or two “superstars”)
The other day, I trailed a King Soopers employee as she returned about a half-dozen shopping carts from the parking lot to the store. She pushed the row of carts into another row of carts inside the store and then, with a dreary facial expression and a heavy sigh, returned
I recently came across a list of attributes possessed by volunteers—whether candy stripers at a local hospital, political activists along the campaign trail or parents donating their time at their children’s elementary school. The list included: Passion: Authentic energy and enthusiasm in support of a cause Commitment: The act of
Based on peer conversations I’ve had over the past week, I’ve been considering the potential to script/institutionalize job essence so that it can become a function of one’s job role—and not left to chance. To clarify, the essence of an employee’s job is his overarching purpose—his highest priority. Job essence
Though business has its own set of complexities, customer service isn’t one of them. Exceptional customer service is simply a choice. Employees develop their own definitions of customer service and decide for themselves how they view customers: as honored guests who contribute to the success of the enterprise or as
Many companies do an effective job of training their employees and holding them accountable to certain job functions. For instance, in the checkout line at my local supermarket I’m routinely asked, “Did you find everything you were looking for?” And, when picking up my order at my favorite take-and-bake pizza
Most of us acknowledge that when we’re performing our jobs, we are working. But what many employees don’t often consider is that their jobs are made up of both mandatory actions that fulfill job functions (i.e., the bullet points on a job description) as well as optional behaviors that fulfill
The Revelation Conversation is Here!
