25
Apr

Engaging Orientation

When a new employee starts at your company, do they feel like you’ve rolled out the welcome mat or like they’re just another number? A new employee’s first few days can be critical to their longterm success and engagement.  They are gauging whether they’ve made the right decision to come and work for you and probably feeling …
19
Apr

Great Leaders know how to Receive Feedback as well as give it.

As leaders, we’re often giving our teams feedback that will help them grow and develop. But what happens when someone on your team gives you developmental feedback? How do you take it? I’ve seen several responses ranging from sarcasm to defensiveness to agreeing immediately and then using that feedback against the person later. Most recently, …
18
Apr

Hiring High Performers

When I’m working with Managers on dealing with problem employees, I often hear “she was great in the interview”, or “he had tons of experience – I thought he’d be perfect!”, and even “I don’t know how she got hired”.  I usually give the same three types of advice on hiring the right people …
08
Apr

More on Twitter’s fluid leadership and global impact

Recently, I posted some quick info about the history and concept of Twitter, as well as a link to a Biz Stone interview.  Click here to read it.  One of the things I find fascinating about Twitter is the fluid, team effort that goes into running the company.  Biz talked about how the three co-founders, himself, Jack Dorsey, and Evan Williams, sort …
05
Apr

The Passion Factor in Success

As you would know if you read the “About” section on the site, I strongly believe that in order to achieve success, you have to engage not only people’s minds, but also their hearts.  I think not only is this true in engaging customers and employees, but that it’s also critical to success in selling a product or starting a business. …
03
Apr

Don’t “get” Twitter? Facts from Biz Stone Interview on Stern Show

Last week, Biz Stone was on the Howard Stern show, and shared some of the background of Twitter and his view on it.  Even for people who are absolute non-fans of the Stern Show, this was a great interview!  Biz is one of the three co-founders of Twitter (including Evan Williams and Jack Dorsey).  I thought I’d share some of the info, straight …
24
Feb

Customer Complaint Resolution – all about attitude

After years of working in hospitality and seeing good and bad problem resolution skills (and practicing both myself), I’ve learned some best practices in dealing with angry customers. I have to say the most important first step is to face customer complaints positively and with an attitude of Trust. Think of complaints as a way to improve your …
11
Feb

Is your Receptionist turning away customers?

Is your receptionist helping or hindering your business? Lately, I have run into several that were doing a great job turning away my business. Here’s what happened and my thoughts on initial steps to improve the impression your critical front line employees like receptionists are giving your customers.   The Veterinarian Receptionist The …