I, like you, have witnessed bad customer behavior during the pandemic. Just this week, I heard a 10-minute phone call where a customer threatened to bring a gun to my client’s establishment and perhaps some gang members. I, like you, have found myself saying, “I’m just going to control what I can control.” We can’t control rogue customers throwing fits. …
Podcast 70: Seven of the very best coaching questions
Mike and Mark recently discussed three things you must have to successfully coach. Now they return with seven of the very best coaching questions. These are simple and worth memorizing. To go deeper, see “The Coaching Habit” by Michael Bungay Stanier. We would love your questions and comments for future episodes: Email Mike and Mark. Subscribe …
Podcast 69: No one is the bad guy in their own movie!
No one is the bad guy in their own movie! Mark and Mike provide examples of people convinced that they are the heroes in their story. They also discuss how this mindset impacts how you approach and coach these people. This podcast actually raises more questions then it answers. Check it out! We would love your questions and comments for …
The simplest feedback method around
Our latest podcast discusses how important it can be to give frequent “Just-in-Time” feedback. We mention the AID method as a way to do that JIT feedback. It takes 60 seconds and can be used for positive or negative feedback. For those new to the tool, here is AID in a nutshell. You share three things: Action observed: “Tom, did …
Podcast 62: Just-in-Time Feedback: why, what and when
Subscribe and listen on Spotify or Apple … or watch below. Just-in-Time Feedback has benefits for the employer and the employee. But how do you give feedback so frequently? Mike and Mark share what works. We mention the AID method, which you can learn more about in episode 16. We would love your questions and comments for future episodes: Email Mike …
Employees who THINK! (like Lincoln did: thanks to geometry)
“They just don’t THINK!” Almost every manager and business owner I’ve served has, at some point, complained that employees are just not thinking clearly. They are going through the motions. Or acting emotionally. Or making bad assumptions. Or just not considering consequences. If there is one U.S. president who kept himself free of such problems, it has to be Abraham …
Podcast 59: Three things you need for your coaching to succeed: Trustworthiness
Subscribe and listen on Spotify or Apple … or watch below. There are many coaching methods out there … but what do you need for any of those methods to work? The first of three things: trustworthiness. Tune in to learn the elements of trust–and, more importantly, how to demonstrate them. Questions or ideas for the podcast? Email Mike and Mark.
Podcast 58: When do you need a coach–and what kind do you need?
Subscribe and listen on Spotify or Apple … or watch below. “A sage on the stage or a guide on the side?” After decades of experience helping clients, Mike and Mark reflect on when individuals and organizations are ready for a coach–and what kind of coach to look for. Questions or ideas for the podcast? Email Mike and Mark.
Marcus Buckingham on effective feedback
This Harvard Business Review article by Marcus Buckingham and Cisco’s Ashley Goodall is a master class in the theory and practice of effective feedback. It’s long but worth the read. Some of it is counterintuitive to modern business wisdom. It reminded me of St. Paul’s ancient charge to the church in Philippi: Finally, brothers, whatever is true, whatever is honorable, …
Recruiting and retaining employees: Start your own school
This is absolutely fascinating look at recruiting and retaining employees (9-minute video): A Seattle Toyota dealership took technician retention from 30 percent to 95 percent … by starting their own school. The general manager hired away an auto repair instructor (and former tech for the store) who teaches in the store’s conference room and service bays. This, along with a …