CMS Wire had this straightforward article in response to The New York Times trumpeting that businesses were cutting customer service-oriented programs due to fears of inflation. I’m not that old, but I’ve already seen it happen maybe five times: Bubbles burst, and some companies get scared and cut. Other companies take advantage of the market and take care of customers. …
Japanese mechanics and retail automotive workers: culture differences
My podcast partner Mike Marshall shared this with me. Absolutely fascinated for those of us uninitiated: The same YouTube account has an earlier video of an office worker at an independent repair shop. I’d love to hear what caught your eye as you compare it to the American work environment. Any ideas to try out in your workplace? What I …
Podcast 79: Do you have citizens … or subjects?
A French aristocrat’s 1830s book was supposed to explain what made the United States so unique. It also happens to give modern organizations: a diagnostic checklist for employee engagement (do you have citizens or subjects?) the three things you must do to increase employee engagement. For more on the topic, see Mark’s blog post. We would love your questions and …
The new research behind an ancient culture-building method
I invite clients to “wrestle and grow.” That growth happens in three areas: growing more organized, growing more confident and growing more influential. Classical culture-building Those three words sum up my method to help clients build their cultures. But really, they are principles of classical education–the system that built the most successful and longest-lasting culture of all time: the West. …
A French aristocrat’s timeless lesson for the USA—and for employee engagement
Organizations like Gallup have been studying how to unlock employee engagement for decades now. It turns out a French aristocrat figured it out about two centuries ago. The answer lies in determining if you have citizens … or subjects. Democracy in America Alexis de Tocqueville toured the United States in the 1830s. He then published “Democracy in America.” Its outside-the-fishbowl …
Podcast 77: ”The Great Resignation” has already begun … how will you respond?
A July 2021 survey found that 55 percent of working Americans are looking to change jobs. If you employ Americans … this podcast is for you. Mike and Mark share three key factors in retaining your workforce. We would love your questions and comments for future episodes: Email Mike and Mark. Listen here … subscribe on Spotify, Amazon or Apple … or …
Your Great Work
“We need tall kids up here on the table!” “OK, I’ll get more blocks from the other areas.” “Guys, be careful, it’s swaying!” The family of kids spearheading all this work building a tower were inspiring. Eldest brother was the brains of the operation, figuring out how to keep the tower growing. Sister (next oldest) rallied support and organized workers. …
Selling used cars: serious roadblocks, clever solutions
Automotive News periodically creates great videos showing how a dealership solved a problem. Even if you’re not in automotive, this is a good one. Like many dealerships, Chuck Anderson Ford is small, with new-vehicle inventory low and used-vehicle costs skyrocketing. Also like many stores, the dealership wrestles with buying a used car and getting it reconditioned by its Service staff …
Podcast 73: Why are your people here? Lessons from St. Paul‘s Cathedral
Before Simon Sinek’s Golden Circle there was the Sir Christopher Wren story. Have you discovered and clarified your team’s purpose? If not, you’re missing a big factor in employee engagement. To explore your purpose, use our free worksheet. We would love your questions and comments for future episodes: Email Mike and Mark. Listen here, subscribe on Spotify or …
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 …