I’ve had this article bookmarked for some time now because it’s so practical: “Why the best managers ask the most questions.” The author has four practical suggestions for asking more questions. Given our recent posts about listening to sell, listening to receive feedback, listening as a part of wrestling to grow … well, you get the idea. We think listening …
Simone Biles and our podcast
I have tried to stay away from topical, current-events content here. But I couldn’t let this one pass. Many have posted about Simone Biles and her withdrawal from competition at the Tokyo Olympics. This particular post went viral on Facebook, and it’s worth a read. The short version: We all need to be careful about valuing our entertainment, a gold …
For when you don’t understand
We use empathy maps in my line of work. They are helpful to slow a team down so they can get into the heads and hearts of those they are trying to serve (or lead). A colleague passed along this great introduction to the exercise. While I usually see empathy maps used for understanding, say, a customer survey score, the …
Podcast 48: How do you recognize people–and why?
Subscribe and listen on Spotify or Apple … or watch below. We’re taught to say “thank you” from childhood. Why is it so powerful for adults … and why is it so hard? Mike and Mark share stories about its power and how to apply it. Resource: “The 5 Languages of Appreciation in the Workplace: Empowering Organizations by Encouraging People” …
Mental Health in the Workplace: Beyond Looking Out for Bullwhips
HEEYAH! Talk about mental health in the workplace: I would get the voice mail on my work phone maybe once a week. A man would sing, at the top of his lungs, “MINIMUM WAGE! HEEYAH!,” followed by a bullwhip cracking. This went on for the better part of a year. It was, of course, a They Might Be Giants song. …
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 …