Being a manager or leader is a 24/7 proposition. There’s very little if any down time. Yet to be an effective manager and leader, you need to be on the look-out constantly for opportunities to improve and enhance your own performance and that of your team. How is any mere mortal supposed to do...
Read More »

I’ve had several conversations with clients lately on customer satisfaction, retention, and profitability. All of my clients agree—satisfying customers is crucial to their success. Yet, when I ask them how they handle customer complaints and feedback, their responses are less than unified. Some say they read every customer feedback email, form or letter, note...
Read More »

In working with various clients lately, we’re seeing a common problem: Each organization has performance management systems that, as currently designed, create problems. These systems create the types of employee behaviors and unsatisfactory performance the client is trying to eliminate! Each organization is systematically creating and rewarding a workforce that just shows up, keeps...
Read More »

“The one thing competitors can’t quickly access is the brains of your work force.” Bingo! That’s exactly what I’ve been telling my clients for years. And since the day I read that quote by Susan Meisinger SPHR (former President and CEO of the Society for Human Resource Management), I’ve shared it again and again. She...
Read More »