Category Archives: Employee Interaction
Being Off Duty Doesn’t Mean You Aren’t Responsible for Customer Service (and More)
This may start out to sound like a rant, but it isn’t. It’s simply the set up for the customer service lesson to be learned. I’m at an airport, working my way through the security line for about fifteen minutes. … Continue reading
Ten Customer and Employee Focused Ideas for National Customer Service Week
Every year, the first week of October is National Customer Service Week. Are you doing anything special? Here are ten customer and employee focused ideas (and there are a lot more) that you can do during this very important week.
Hire Slow, Fire Quickly
There is an old concept in business that you should hire slow and fire quickly. This means that you should take your time when bringing someone into your organization. On the flip-side, if it is not working out, let the … Continue reading
Accelerator Questions (Another Lesson from “The Cult of the Customer”)
Years ago I listened to a Tom Peters program on MBWA; management by walking around. Tom claimed that when a manager approached an employee, it was usually because of a problem. The employee became defensive, uncomfortable, and perhaps even scared. … Continue reading
Humor Can Help Reinforce Rules
The other day I was going through the security line at the airport. The TSA officials were doing their diligent job of getting people to remove metal items from their pockets, take off their shoes, place computers in a separate … Continue reading
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