Culture & People Articles

Engagement for Dummies: What, Why, How

Wordcount: 647 Time to read: 3½ minutes

Lots of people have lots of ideas about what employee engagement is. I know it’s not about being productive or having an emotional attachment to the company. Engagement is often an ambiguous term. I passionately believe the most valuable asset any company has is its employees. Engagement is about making their work joyful.

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 environment 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.

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.

Who Empties the Trash?

Wordcount: 697 Time to read: 4½ minutes

Daily operations often demand more time than there is, and routine can be comforting. Over time, and without thought, the familiarity of routine breeds complacency that inevitably leads to costly bad habits and crippling assumptions.

Are you concerned about where your organization may be wasting resources? Do you know your organization’s areas of weakness?

Categories

Authentic Feedback

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 environment 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.

Customer Service Quality? Shmality!

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.

Who Empties the Trash?

Who Empties the Trash?

Wordcount: 697 Time to read: 4½ minutes

Daily operations often demand more time than there is, and routine can be comforting. Over time, and without thought, the familiarity of routine breeds complacency that inevitably leads to costly bad habits and crippling assumptions.

Are you concerned about where your organization may be wasting resources? Do you know your organization’s areas of weakness?

Struggling to survive in a world of constant change

Struggling to survive in a world of constant change

Businesses want predictability and dependability, i.e., no change, while the world is constantly changing. This creates friction. Learning how to manage the environment and maintain a sufficient degree of stability is an art most haven’t perfected, much less realizing any need to try. Here, Mandelberg talks about how to do just that.

Wordcount: 415 Time to read: 3 minutes

The Second Operational Imperative

The Second Operational Imperative

Long-term organizational success and sustainability require leadership’s dedication to three operational imperatives. In this post, I explain consistency of performance, the second operational imperative, and why it’s at the root of the highest, most perfect form of promotion, marketing and attracting new clients.

Wordcount: 592 Time to read: 4 minutes

We need staff!

We need staff!

Tired of looking for staff and finding ten “maybe” candidates for every “WOW” candidate? According to Einstein, doing the same thing and expecting different results is the definition of insanity. If you want to get consistently better candidates (different results), you have to try something different. In this issue, Larry offers three concrete ideas.
Wordcount: 833 Time to read: 4½ minutes

Are you waiting for trouble?

Are you waiting for trouble?

A business satisfied with its success that stops trying to improve screams “We’re patiently waiting to be overtaken.” and signals the competition to attack. Why would any business do that? Sadly, that’s what most do. When times are good, a business has the time, money, and resources to work on areas of weakness and look for ways to maintain its dominance. That’s when proactive changes should be made, not when times are tough and you have no choice. Put that in your pipe and smoke it.
Wordcount: 428, Time to read: 3 minutes

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