Mike has filed a complaint. What would you do?
customer service decision-making problem-solving

Mike has filed a complaint. What would you do?

Here’s the situation: You are the general manager of a store that has three departments. Your store is one of more than a dozen similar sites the company owns and operates. You receive a call from the customer service department at the main corporate office. A customer has called to complain about something that happened...
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How to know you’re working on the right thing
customer service decision-making problem-solving Uncategorized

How to know you’re working on the right thing

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Attitudes of an effective delegator – Never sanction incompetence
customer service decision-making problem-solving Uncategorized delegation

Attitudes of an effective delegator – Never sanction incompetence

Whenever I hire a new employee, as part of their orientation I am always careful to emphasize that it would be a wrong to mistake my forbearance for indifference, that while I am long-suffering and will give them time to learn the ropes, there are standards to be reached and maintained. One of the most...
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Attitudes of an Effective Delegator #2 – Gratefulness
customer service decision-making problem-solving Uncategorized delegation delegation

Attitudes of an Effective Delegator #2 – Gratefulness

This week’s entry just happens to coincide with the American holiday of Thanksgiving, a once-a-year day set aside to be thankful for the bounty we have enjoyed. Originally it signaled the end of the harvest season when crops were gathered from the fields. Most Americans no longer farm but the day has remained one of...
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Attitudes of an Effective Delegator #1 – Others are Smart, Responsible, & Capable
customer service decision-making problem-solving Uncategorized delegation delegation delegation

Attitudes of an Effective Delegator #1 – Others are Smart, Responsible, & Capable

We recently fired an employee and did so reluctantly. She was a hard worker, had a very low absentee rate, and clients liked her. But in the end there was one attitude and its corresponding action that tipped the scales away from retention and towards outplacement as termination is euphemistically termed these days. She patently...
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The Attitudes of an Effective Delegator
customer service decision-making problem-solving Uncategorized delegation delegation delegation delegation developing capable people

The Attitudes of an Effective Delegator

“He was a very hard worker but not a good delegator,” said the consultant. Sitting across the table from the president and vice-president of the company he was advising, that consultant had been hired every year for the past five years to update the business plan for the year. Under new leadership, the company was...
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Top Earning Side Jobs
customer service decision-making problem-solving Uncategorized delegation delegation delegation delegation developing capable people Uncategorized

Top Earning Side Jobs

Top-Paying Side Jobs - Infographic In addition to their full-time work, many people also decide to take on a variety of side jobs, usually because it’s something they enjoy or they just want to make some extra cash. What people might not realize is that some of these side jobs offer very good rates of...
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Back to normal
customer service decision-making problem-solving Uncategorized delegation delegation delegation delegation developing capable people Uncategorized Uncategorized

Back to normal

We were hacked. This website and two more that I administer were hacked by person or persons unknown. It was, in light of all that could have happened relatively benign. The hacker(s) found a backdoor and installed a malware program that did three things. First, it enabled them to send spamvertising from my websites. Using the...
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customer service decision-making problem-solving Uncategorized delegation delegation delegation delegation developing capable people Uncategorized Uncategorized Leadership leadership development

Birds of a feather – why we need to belong

It commonly happens. Single adults hang out with other single adults. After marriage, couples transition away from their single friends and begin to hang out with other couples. The same occurs after children arrive. Why? Because we are socially programmed to associate with people who are like ourselves. We find both encouragement and support in...
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5 things you should do to prepare yourself to lead a strategic planning session
customer service decision-making problem-solving Uncategorized delegation delegation delegation delegation developing capable people Uncategorized Uncategorized Leadership leadership development developing capable people leader qualities leadership development strategy

5 things you should do to prepare yourself to lead a strategic planning session

Every company and organization has them…or at least they should if they want to remain relevant and viable. Some conduct strategic planning sessions quarterly, others but once a year or so. There really is no “right” number. We hold them at least once a year, and for most companies that’s probably sufficient. You will need...
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