Communication Articles

Authentic Feedback

Wordcount: 760 Time to read: 4½ minutes

Getting honest feedback from staff is one of the most common complaints I hear from my ‘leader’ colleagues. The problem is rooted in the reality that penalty-free environments rarely exist. Is it possible to create a penalty free in a business where the questioner is the boss (or someone who has control over the career of the individual being questioned)? No. Is it realistic to even try to create one? Yes. Click here to find out how.

Can your staff read your mind?

Wordcount: 385 Time to read: 2½ minutes

In the ever-shifting landscape of modern business, having a clear sense of direction isn’t just an advantage—it’s a necessity. If you know what you want your organization’s present and future to look like, don’t make staff read your mind. Document it.

Customer Service Quality? Shmality!

Wordcount: 580 Time to read: 4 minutes

When it comes to delivering products and services, consistent levels of customer service outweigh all other aspects of the end-user experience. What makes a business stand out is outstanding customer service.

While there are many pieces to this puzzle, this newsletter focuses on three that are universal and foundational to building a sustainable organization.

Whadddaya mean there’s no spare tire!

“Planning is an unnatural process; it is much more fun to do something. The nicest thing about not planning is that failure comes as a complete surprise, rather than being preceded by a period of worry and depression.”
— Sir John Harvey Jones

Wordcount: 613 Time to read: 5 minutes


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