Some quotes over the years from my clients on their fight to keep employees. “If they can just pee in a cup, that’s all I ask.” “As soon as we train them, they leave.” “He just changed his mind once on the job.” “He probably wasn’t a good fit anyway.” (Years after the pee-in-the-cup statement:) “Frankly, I just don’t even …
Surviving the Stress of Retail Customers
Surviving the stress of retail customers even applies to soldiers. Glenn is a sales consultant for one of my clients. You immediately notice him because of his piercing blue eyes, hip-yet-effortless dress and calm demeanor. Spend enough time with him, and you’ll notice that he is a good listener, like all successful salespeople. In fact, a few years ago he …
How promoting shopping carts and selling garbage applies to employee engagement
“I just wish they’d do what I ask them to do!” It’s one of the most common complaints I hear from clients. I don’t want to spoil the humor in Bernadette Jiwa’s TED talk (9 minutes). But if what she says is true for customers … how could you apply this to employees?
How to ensure you and your people get back up
I’ve worked in employee engagement for years. Buckingham defines it as the mindset that allows you to proactively give your best. Resilience is the opposite: the mindset that allows you to reactively “bend and bounce back,” as he says–to get back up after a negative experience.
Serving customers while masked
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?
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 …