Poppin’ Idea for CS Week
Here’s a fun thing to do during Customer Service Week. Fun for external customers. Fun for internal customers.
Read moreMovie of the Week: jetBlue Marathon
jetBlue didn’t let their management of the 2007 Valentine’s Day ice storm at JFK rest in the closet for any time at all. They made it dance and dance and dance – a veritable dance marathon. And now, we are turning it into a movie marathon. Four features, about 28 minutes total, all featuring jetBlue CEO, David Neeleman’s appearances on Youtube, Today, David Letterman.
Read more10 October-Only Morale & Productivity Boosters
The foundation of good morale and productivity is hiring the right people. Yes – don’t hire grumps. And the people must have clear roles, responsibilities, expectations and goals. And they must receive training and coaching which includes feedback, direction, support and recognition from a trusted manager or coach.
Read moreBig Sales Boost in a Single Day
In these days of shrinking advertising budgets and slow pokey sales, this seems like a great program. As long as the margins work, it seems to me that the only risk is getting more work than the business can handle well.
Read more10 Dancing Skeletons
When things don’t go as desired, a simple apology may be enough. Or a discount. Or a systems review. Something simple and quick and we can move on. But sometimes something more is needed. A master of mistake management is quick to observe the potential development of a skeleton; is well aware of the value of getting it out of the closet; and knows how to make it dance. Here are ten examples of dancing skeletons:
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