Hire The One Who’s Kinda Like Us — Or The One Who’s Different? (Hint: It’s The Wrong Question)
Don’t waste your time looking for “good fit” candidates or those with the “right temperament.”
Make The Tough Decisions When Times Are Good
Don’t wait for sales downturns to force you to do something. The time to take bold action on important issues like field compensation, vendor agreements and in-house staffing is now, when times are good.
When You Hear That “Promote-Me” Drumbeat
Sometimes it just means the promotion you’re planning will receive a positive reception by most people in the organization. But if it seems to feel like unwelcome pressure, it could be something else.
The New Personal Improvement Credo — And What’s Wrong With It
It’s ok to be persistent, but keep one eye on what’s going on around you so you don’t miss something that might cause you to change course.
How Much Do You Know About What Your Team Members Can Do?
Make it your business to know what your folks can do.
“Did I Solve Your Problem?” And Other Poorly-Timed Questions
Don’t conduct an “Inquisition By Management” when something goes wrong. Give your people a chance to find out what happened and how to fix it.
Forget Expressions Of Lofty Aspirations: It’s Customer Expectations And Employee Delivery That Define Your Company’s Identity
Make your mission statement all about actions rather than beliefs or aspirational intentions.
What Are You Actually Doing With All That Customer Feedback?
Customer feedback is only as good as the work you do in turning it into actions the customers can see and hear.
Social Media Has Taught Us A New Way To Treat Each Other — And It’s Mostly Wrong
Everyone’s become an amateur marketer, using friends and acquaintances as their “target market.”
How To Keep Clients On Your Side Through Service Glitches
The first sign of potential problems around the bend should trigger heads-up communications with your clients in addition to your heads-down work to fix what’s going wrong.