National Customer Service Week is October 2nd – 6th and it’s a perfect time to give your folks a special reward for doing a great job. Customer service experts C.A. Short* recently released a list of ideas for customer service gifts: Celebrate/Reward employees who received great reviews on transactional surveys and online review sites. ** Write… Read More >>
10 Commandments of Pre-Shift Huddles
(This article on huddles and how to improve them was written by Mel Kleinman, who graciously gave me permission to share it with my readers.) It’s only been relatively recently that the huddle has made its way from the playing field to the workplace, but it has proven to be just as effective in settings… Read More >>
Reducing Staff Turnover
Some years ago my wife, CJ, was seriously injured in a biking accident and was confined to a nursing home. Consequently, I spent a lot of time there with her and had the opportunity to observe her care by the doctors, nurses, therapists and CNA’s. It didn’t take long to figure out who were the… Read More >>
Your Values Statement As A Leadership Tool
A recent experience taught me that organizational values statements count. I had coffee with an old friend, Vicki McAllister, whom I hadn’t seen in 15 years. She and I first met when she hired me to deliver some training to a Skilled Nursing Facility, (SNF is the Arizona licensure designation) where she was executive director.… Read More >>
Ten Top Mistakes New Supervisors Make
The challenges for new supervisors can be many. The research tells us that the second most important relationship a person’s life (after family) is with the boss. The research also shows us that when people leave a job, they most often do so not to get away from their companies, but to divorce their supervisors. (First… Read More >>
American Airline’s Customer Service Lesson
Customer service – or the lack of it. The airlines have been giving me lots to talk about lately. First, there was the incident on the United Flight that I wrote about in my last blog posting where Dr. David Dao was unceremoniously dragged off his flight because he refused to give up his seat… Read More >>
Unintended Lesson In Empowerment From United
Empowerment of employees: how can it save you money? Well…by now, you’ve probably seen the disturbing video of Dr. David Dao being dragged off a United Airlines flight to make room for crew members who were traveling to another airport to staff another flight. The incident has created outrage in social media, sparked harsh criticism… Read More >>
The Transparent Leader – a book worth reading
In this day of fake news, alternative facts and down right lying, it’s refreshing to read the Transparent Leader that celebrates honesty, integrity, and openness. I just finished reading The Transparent Leader: How to Build a Great Company Through Straight Talk, Openness, and Accountability by Herb Baum, the former CEO of the Dial Corporation.” Since… Read More >>
Scientific Proof: Employee Trust = More Productivity
Common sense tells us that employee trust is good for business. Now there’s scientific proof to confirm that common sense. In an article in the Harvard Business Review, neuro-economist and researcher Paul J. Zack describes a study where he found that compared with people at low-trust companies, people at high-trust companies report: “74% less stress,… Read More >>
SEVEN TIPS THAT CREATE HAPPY EMPLOYEES
It’s common sense to say that happy employees are more productive employees. Not surprisingly, research bears this out. A recent study by economists at the University of Warwick found that employee happiness led to a 12% spike in productivity, while unhappy workers proved 10% less productive. As the research team put it, “We find that… Read More >>
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