One of the key elements to delivering good customer service is setting expectations. Customers want to know what to expect when they buy and use …
Training and Development
These posts focus on workplace training and employee development as part of business leadership and management.
The Apology Crutch
I saw this recent article about CEOs apologizing for mistakes. It’s a long article filled with solid information about delivering an effective apology. The article …
Tacit Approval
I recently read a great post on Hoovers about what happens when managers abdicate responsibility. It reminded me of a boss I once had who …
Is Anyone Recession Proof?
My parents wanted me to be a lawyer. I thought I kinda accomplished that task when I went into human resources because there are so …
Short-Sighted Thinking
I’m in chilly Columbus, OH delivering some management training but I wanted to take a moment to thank @employeefactor for bringing this article to everyone’s …
Best is Not Always Nice
I was recently talking with someone who used to work for General Electric during the Jack Welch era. They said that working at GE was …
Didn’t Read the Memo
But, still responsible for the content, right? Sounds simple. Someone writes a memo. Most people don’t write memos because they have nothing else to do, …