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The Double Dog Dare
Quote of the Week: Skeletons in your closet?
Years ago, insiders at The Gaston Gazette described their delivery service as “horrible”. Customers used even harsher words.
They had worked hard to improve but there was an ingrained perception that the lousy service continued.
So they double dog dared people Read more
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Quote of the Week: Skeletons in your closet?
Doesn’t everyone have a skeleton (or two) in their closet? Maybe no one will know. For a little while anyway.
But pretty soon, insiders will find it. And if it doesn’t scare them away, they’ll get the message that skeletons are okay in your organization and pretty soon, that closet will be packed.
Outsiders will find out pretty soon too. And it will certainly scare them away.
So for the sake of morale, productivity, customer loyalty and overall organizational performance…be a master of mistake management and put those skeletons to better use. Read more
Your team win this weekend?
Want to be a better manager? Want some tips for getting to goal? Here’s one from the football field – from the team that won.
What will a victorious football team do this week?
Happy Native American Day
Today is a good day to re-visit this Quote of the Week, which features some very wise words from a Native American Elder.
Helpful tools for morale and productivity. For yourself and your team.
Don’t miss the tools listed under Related Articles. These will help you get the ending you desire.
P.S. There is nothing in the rules book that says you MUST do this ON Native American Day. It’s a good thing to re-visit on a regular basis.
Special Feature: Inspired by Eve Carson
Eve Carson was President of her high school in Athens, Georgia. She was valedictorian of her class.
She went to UNC Chapel Hill as a Morehead Scholar, was Phi Beta Kappa and selected as a North Carolina Fellow. She spent her summers studying and volunteering in Wyoming, Ecuador and Egypt. She was President of the Student Body during her senior year.
She always had time for people. Loved to have dance parties. Looked for the good in everything and everyone. Fun, fun loving and loved by so many.
With all of these (plus many more) activities, she still had a 3.9 GPA and was scheduled to graduate in May 2008 with highest distinction in biology and political science.
Two months prior to graduation, she was gunned down in what police called a random act of violence. Read more
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Movie of the Week: The customer is always right?
As you might have read in my commentary on the Quote of the Week, I was taught that the customer was always right. And when I became a manager, I passed that same message along, “The customer is always right!”
Over a number of years, I heard hundreds of stories from customers and customer service reps. There were times when customers lied and denied. Sometimes they yelled and screamed. Sometimes, it had nothing to do with anything about us. And sometimes they were so rude that our customer service rep ended up in tears.
And so my message changed to: “The customer is NOT always right, Read more
Brainteaser #47
Use a brainteaser to start, revive or end a meeting. It’s a great way to shift the brain, spark new energy, maybe even cause a giggle or a smile. All of which can help you boost morale and productivity.
We picked this one up from Read more
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Happy First Day of Fall
Henry David Thoreau
Instead of “resigning” ourselves, how about if we celebrate?
10 Reminders About ANGRY Customers
This week’s Quick List* is written in support and celebration of Mistake Management Month.
Whether you and your colleagues work in a call center or an airplane or what – I’m sure you have had to deal with an angry customer or two. Hopefully, your products, services and systems are so good that you don’t get a lot of practice at it. The bad side of that is that you don’t get a lot of practice at it.
As you might have read in my commentary on the Quote of the Week, I was first taught that the customer was always right but I soon decided that was wrong. I decided, “The customer is NOT always right, but the customer is ALWAYS the customer.”
This approach was far better for productivity, morale and overall business performance. Read more
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