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 …
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. …
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 …
29
Jan

Tell your employees what you want

All too often, we expect that people must know what we expect because it is obvious to us. Guess what?  In the world of setting expectations, nothing is obvious.  I’m sure you’ve heard the old adage about what “ass-uming” does… that rule certainly applies when you want your employee to change their behaviour. The first …
23
Oct

HR – getting a “seat at the table”

It’s no secret that there are top business leaders that do not always realize the full value that Human Resources leaders can add in business.  It’s often a challenge for HR professionals to “push” people programs forward as business priorities.  However, I truly believe that in fact, CEOs and Presidents actually do value HR, …
11
Aug

Building Positive Company Culture

A few weeks ago, I wrote about a few mistakes I’ve seen when organizations are attempting to build company culture.  Now here are a few tips. Senior leadership must be aligned with the culture you’re building. A culture statement, launch, or communication shouldn’t be an HR project.  While HR plays a key role in asking the right …