Earlier today I stopped by my local supermarket to pick up a few things. After crossing everything off my list, I headed toward the registers. I could have gone to the self-checkout units, which were open and available, but since I was buying an AMEX gift card that required activation
After a recent presentation where I emphasized the importance of employees being aware of their purpose – their highest priority – at work (which, for most employees, is to create a delighted customer), I was approached by an attendee who asked, “Isn’t the real purpose of every business to make
Q. Steve, in your latest blog post, you asked: “Do you have any employees who perform incomplete work or avoid undesirable work entirely? If so, consider ways to reframe the employee’s job assignments as contributions to a higher purpose.” Can you provide an example? A. Sure. Let’s say you manage
Yesterday, on the way home from the orthodontist, my 15-year-old son, Coleton, and I were discussing his plans for the day, which included a handful of household chores. One of those chores was to dispose of any dog poop that may have accumulated in the yard since the previous day.
The French term “esprit de corps” means a feeling of pride, fellowship, and common loyalty shared by members of a particular group. I’ve been thinking a lot about this lately, partly because my 12-year-old son, Cooper, recently joined a new basketball team. The team is led by four outstanding coaches,
My customer service philosophy is predicated on the truth that exceptional customer service is always voluntary. Employees don’t have to deliver it, and most don’t. But what do employees have to do? They have to execute mandatory, assigned job functions (duties and tasks associate with their job roles). Employees must
The French term “esprit de corps” means a feeling of pride, fellowship, and common loyalty shared by members of a particular group. When I read about the most admired corporations or the best places to work, the common thread among these articles is the presence of an engaged, committed workforce.
Many companies have brand promises that look good in ads, and emblazoned on websites, banners and buttons, but often these promises have little credibility among customers or employees. They are simply a set of words brainstormed at an ad agency that usually promise more than employees are prepared to deliver,
I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced last year, the year before that, and even 28 years ago: inconsistency of customer service quality and the customer experience. The former head of SAS Airlines,
The Revelation Conversation is Here!
