It runs counter to everything we’ve been taught about face-to-face communication. But here we are, serving customers and employees during a pandemic. Harvard Business Review has some great pointers on building rapport while wearing a mask. I realized I was guilty of at least one of these. Which one is your biggest opportunity?
Millennials? Get ready to work with Gen Z.
Here’s a helpful infographic with some insights into Gen Z lives. How will we manage and work with Z employees? Serve Z customers?
The Lion, the Witch and the Sales Trainer
Here’s another story. And it has everything to do with improving how we train the workforce to be better thinkers.
Want performance? Learn your stories.
Your organization’s performance improves as soon as you start paying attention to your stories. They are the building blocks of your culture. First things first: Let’s define culture as “how we do things around here.” If “how we do things” is “with excellence” or “showing ultimate care” or “always serving the customer” or [insert what makes you stand out here] …
The observation Scrooge made at the Fezziwig party
“A small matter,” said the Ghost, “to make these silly folks so full of gratitude.” “Small!” echoed Scrooge. The Spirit signed to him to listen to the two apprentices, who were pouring out their hearts in praise of Fezziwig: and when he had done so, said, “Why! Is it not! He has spent but a few pounds of your mortal …
Five Culture-Improving (But Unrelated) Articles
How proud are you of the long hours you work? The answer may determine the success of your organization’s culture. I’m guilty. I take pride in completing lots of tasks and working longer than the next guy. When I’m feeling this way, it’s usually because I’m trying to justify my value: “Look at all I accomplished. And at least I’m working …
Customer experience: What is your “Bullseye?”
Most of my clients focus on their customer experience. So my radar is always up. Case in point: Recently my wife and kids joined me on the road. We visited Unger’s Shoe Store in Ironton, Ohio to buy shoes for our two oldest. Why? Because of the exceptional customer service I received on my last visit. (Click here for a …
Retail management: Educate the Idiots
Retail management is tougher than customers think. Having said that: “You’ve got to educate the idiots.” That’s what a business owner told me when I asked about his independent vintage clothing shop. His struggle in retail management: keeping customers out of malls and big-box retailers, patronizing his shop instead. If they bought from him, they could shop local! Have an …