EP29: Keep Those Emotions in Check
Receiving feedback is an emotional experience, it’s often difficult to take in. Whether the feedback is positive or negative, we humans are quick to respond emotionally, sometimes overreacting, [...]
The Nine Principles and the Pursuit of Excellence
The Nine Principles® are the guiding principles for improvement work for any organization that intends to be excellent. These principles set the behaviors and expectations for organizations to [...]
Drive Employee Results With Surveys
An employee engagement survey can be a very powerful tool within your organization. Employee engagement surveys provide important information and data regarding the perceptions of employees about [...]
Embracing Complaints Drives Customer Loyalty
Despite hardwired systems, mistakes can still be made. Therefore, it is vital to have a good service recovery process in place.
EP28: What’s Under the Rock?
Organizations perform at different levels, some are poor, others good, and very few are excellent. What makes an organization excellent? It’s their relentless commitment to continuous [...]
EP27: Every Person, Every Time
Is it really enough to provide good, or even, very good customer service? When your organization treats service recovery as just another refund, it misses a valuable growth opportunity. Excellent [...]
Difficult Conversations with Those Who Violate Values
Having difficult conversations is never easy. However, it is a crucial part of being an effective leader. While it may be easier for a leader to ignore poor performance and staff feuds, delaying [...]
Use DESK for Difficult Conversations
The D.E.S.K. approach for low performer conversations provides leaders with a guide to get through difficult conversations and cut right to the chase (Studer, 2004). Take time to prepare for [...]
EP26: Service Recovery That Knocks It Out of the Park
Despite best efforts, sometimes we fail at providing the outstanding service our customers deserve. During these times, a service recovery process can turn a negative customer experience into an [...]