We beat the heat & turned lemons into lemonade.
Can you think of a time your organization made a mistake and then handled it so well that the customer was pleased, kept doing business with you, and maybe even recommended you to others?
If so, congratulations! I hope it’s part of your company folklore so that everyone there can learn from it – both the mechanics and the philosophy.
And I hope you will share the story here so that people outside your organization can learn from it. Who knows…you might be on the receiving end of better mistake management because of it!
Need some examples first to trigger some memories? Here are a few stories we have collected over the years. Read more
It’s Mistake Management Month!
September is Mistake Management Month here at Business Class.
The purpose is to raise awareness of mistake management and to celebrate those who do it masterfully.
The mechanics of and the philosophy behind managing mistakes is missing in most Customer Service Plans.
Brainteaser of the Week #44
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. Making it easier to get wherever or whatever it is you want to get.
This one reveals a great tip for….oops…better not tell you. Have already given you enough hints.
Brainteaser #44 is below. Read more
10 opportunities to get more done in less time
Have you witnessed any of these morale and productivity busting situations in your office?
A. Have you ever sat in a meeting with a group of people, discussed a “situation”, come up with solutions and then a few days or weeks later found out that no one has done anything about the “situation”?
B. If you asked meeting participants why nothing had been done yet, have you ever been dumbfounded to hear responses like: Read more
Quote of the Week: What’s the next step?
Do less. Leave things undone. Stop the busy-ness. Get going. Build momentum…even if it is with baby steps. Sound contradictory or confusing?
This week we clarify and reinforce critical points and share helpful how to’s. So…
It’s a question asked frequently by take-charge-make-it-happen leaders.
It keeps things moving… Read more
Theme for the Week: Next Steps
For four weeks straight, we shared quotes and tips and lists that suggested doing less, leaving things undone and even coming up with a list of things to stop doing altogether in order to stop the busy-ness.
And then last week…we said to get going, to build momentum…even if it is with baby steps.
Sound contradictory or confusing?
This week we will clarify and reinforce critical points about next steps. Plus helpful how to’s. Read more
Movie of the Week: What about Bob?
“There’s NO way!”
That’s what we heard Wilma say as she stood at the bottom of that uncountable number of steps to be climbed. And all in those high heels.
She has been standing there for quite some time now.
Is she frozen with fright?
Or indecision?
Maybe she doesn’t know how?
Everyone is talking about how she is procrastinating.
Whatever it is, she feels bad about herself – morale and productivity at rock bottom.
How can her manager or leader help? Read more
The power of inaction
Theme for the Week: There’s NO way.
That’s what we imagine the woman at left is saying.
And we are hoping that she will read and post our Quote of the Week as a reminder that even the journey of 1000 miles begins with a single step. It can be step that takes 5 minutes or less. It just must be taken. Just to “get the ball rolling”. To feel a hint of progress. A bit of achievement. A sense of success.
And what if she doesn’t take a step. What if she stays right there frozen with fright or indecision?
Read these wise words that Baby Boomer Talk Online sent in one of their daily quotes: Read more
There’s power in momentum
Mark Young sends out daily quotes from Baby Boomer Talk Online. A few recent ones fit right in with the way that woman at the bottom of the stairs may feel. And with what happens to be our Theme for the Week: There’s NO way.
Our Quote of the Week reminds us that even a journey of 1000 miles begins with a single step. It can be step that takes 5 minutes or less. It just must be taken. Just to “get the ball rolling”. To feel a hint of progress. A bit of achievement. A sense of success.
Here are the words of nudging wisdom that Mark recently sent: Read more
10 steps that take 5 minutes or less
This week’s Quick List* is a companion piece to our Quote of the Week: Journey of 1000 miles.
What if one of your BIG ROCKS is huge? A long journey. With lots of steps. Or what if you have lots of BIG ROCKS and can’t figure out where to start?
What single step can you take in the long journey(s) ahead of you? Just one step. Just to get started. Just to “get the ball rolling.” Just to feel a hint of progress. A bit of achievement. A sense of success.
Here are 10 steps that can be done in 5 minutes or less. Read more
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